Technical Support Engineer 2

Emerson Electric; Ciudad de México; Presencial; MXN 892,000 - 1,250,000; Jornada completa

Descripción de la vacante

A leading technology company in Mexico City seeks an individual for a technical support role. Key responsibilities include resolving technical issues for customers, building customer proficiency through training, and documenting knowledge for self-service. The ideal candidate holds a Bachelor's degree in Engineering or Computer Science, has experience in customer-facing roles, and is proficient in programming languages, especially LabVIEW. The company offers competitive benefits and values work-life balance, ensuring a supportive environment.

Servicios

Medical insurance plans

Dental and vision coverage

Tuition reimbursement

Flexible time off plans

Paid parental leave

Formación

• Experience in customer-facing roles.
• Proficiency in one or more programming languages.
• Availability to travel up to 10% of time.

Responsabilidades

• Resolve technical issues for customers across all account tiers.
• Build customer proficiency through training.
• Capture and document knowledge for self-service resolution.

Conocimientos

Customer relationship management

Technical support

Problem solving

Communication

Educación

Bachelor’s of Engineering or Computer Science

Herramientas

LabVIEW

Descripción del empleo

In this Role, Your Responsibilities Will Be:

• Resolves technical issues for customers across all account tiers
  • Resolves customers’ single incidents during installation, implementation, and/or maintenance of NI products and platforms.
  • Escalates complex technical issues internally to the appropriate support group while maintaining ownership of customer interaction.
  • Reportsdesign, reliability, or maintenance issues or bugs to R&D that arise during single incident support interactions.
• Builds customer proficiency for all account tiers through standard services
  • Educates customers throughformal trainingand technical support engagements.
  • Guides customers through basic product startup, application troubleshooting, and/or maintenance of solutions.
• Captures and documents knowledge to enable self-service resolution
  • Learns and adopts Knowledge-Centered Service (KCS) methodology.
  • Enables customers to self-serve by creating and editing Knowledge based articles.

Who You Are:

You build the customer relationships. You solicit both input and discussion. You make new connections and build relationships in other areas and teams.

For This Role, You Will Need:

• Bachelor’s of Engineering or Computer Science required; preferred Bachelor’s in Electrical Engineering, Computer Engineering, or Computer Science
• Experience in customer-facing roles
• Proficiency in one or more programming languages is required.(LabVIEW experience is preferred)
• Availability to travel up to 10% of time.

Preferred Qualifications that Set You Apart:

• Communication – Excellent verbal and written communication skills. You are comfortable communicating technical concepts to a range of backgrounds, one-on-one or in front of a group.
• Problem Solver – Integrates information from disparate sources to identify underlying causes and find creative solutions. Sees beyond short-term issues to understand the bigger picture.
• Technical– Familiar with electronic circuit design concepts and basic electronic instrumentation.
• Dynamic – Thrives in an environment where the work changes from day to day. You are fascinated by the multitudes of ways that engineers and scientists solve tomorrow’s grand challenges.
• Collaborative –Team oriented with the ability to effectively collaborate with peers.

Our Offer To You:

We recognize the importance of employee wellbeing and know that to do your best you should have flexible, competitive benefit plans to meet you and your family’s physical, mental, financial, and social needs. We provide a variety of medical insurance plans, with dental and vision coverage. Employee Assistance Program, tuition reimbursement, employee resource groups, recognition, and much more. Our culture prioritizes work-life balance and offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.

At Emerson, we are committed to encouraging a culture where every employee is valued and respected for their outstanding experiences and perspectives. We believe a diverse and inclusive work environment gives to the rich exchange of ideas and diversity of thoughts, that encourage innovation and brings the best solutions to our customers.

The philosophy is fundamental to living our company’s values and our responsibility to leave the world in a better place. Learn more about our Culture & Values and about Diversity, Equity, & Inclusion at Emerson.