Technical Support Specialist

Carrier; Tlalnepantla; Presencial; MXN 391.000 - 614.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive total rewards package

Equal Opportunity Employer

Descripción de la vacante

Carrier Global Corporation seeks a Technical Support Specialist to provide expert support for Sensitech products, services, and solutions. You will troubleshoot hardware and software issues, manage service cases, and collaborate with cross-functional teams to ensure timely resolutions.

Responsibilities include managing ERP-driven case workflows, performing hardware evaluations, and contributing to knowledge base materials while supporting continuous improvement and product validation activities.

Formación

• Minimum 6 years of relevant technical support experience.
• Advanced English communication skills, both written and verbal.
• Experience supporting hardware and software products.
• Experience with ERP systems and technical case management tools.
• Exposure to CAPA/CAR and quality management processes.

Responsabilidades

• Providing technical support and troubleshooting for Sensitech products and solutions via phone, email, remote tools, and in-person interactions.
• Investigating, responding to, and resolving customer inquiries in a timely and professional manner.
• Developing expertise in product functionality, technical requirements, and operational usage.
• Managing Technical Service Case Management activities through the ERP system, including logging, tracking, prioritization, and escalation.
• Conducting hardware evaluations of electronic devices and preparing detailed assessment reports for customers.
• Collaborating with Sales, Analysts, Program Managers, Engineering, and other internal teams to resolve issues and prevent recurrence.
• Identifying recurring technical issues and contributing to improved documentation and knowledge resources.
• Participating in daily/weekly meetings and updating on case progress and resolution.
• Performing root cause investigations and escalating through CAPA/CAR processes when necessary.
• Creating and maintaining troubleshooting guides, technical documentation, and support materials.
• Assisting with customer complaint investigations and field failure analysis.

Conocimientos

Technical support

Troubleshooting

Advanced English

ERP systems

Root cause analysis

Educación

AA/AS or equivalent

Herramientas

ERP software

Descripción del empleo

About Carrier Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting‑edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure the safe transport of food, life‑saving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world‑class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier.

About the Role

We are seeking a Technical Support Specialist to provide expert support for Sensitech products, services, and solutions. In this role, you will serve as a key technical resource for customers, troubleshooting hardware and software issues, managing service cases, and collaborating with cross‑functional teams to ensure timely and effective resolution of technical challenges. This position offers the opportunity to contribute to customer satisfaction, continuous improvement initiatives, and the ongoing development of innovative monitoring and tracking solutions.

Key Responsibilities

• Providing technical support and troubleshooting for Sensitech products, services, and solutions through phone, email, remote tools, and in‑person interactions.
• Investigating, responding to, and resolving customer inquiries in a timely and professional manner.
• Developing expertise in Sensitech product functionality, technical requirements, and operational usage.
• Managing Technical Service Case Management activities through the global ERP system, including case logging, tracking, prioritization, and escalation.
• Conducting hardware evaluations of electronic devices and preparing detailed assessment reports for customers.
• Collaborating with Sales, Analysts, Program Managers, Engineering, C3, and other internal teams to resolve issues and prevent recurrence.
• Identifying recurring technical issues and contributing to improved documentation and knowledge management resources.
• Participating in daily and weekly operational meetings and providing updates on case progress and resolution.
• Supporting continuous improvement efforts and recommending enhancements to products, systems, and processes.
• Performing root cause investigations and escalating issues through CAPA/CAR processes when necessary.
• Creating and maintaining troubleshooting guides, technical documentation, and support materials.
• Assisting with customer complaint investigations and confirmed field failure analysis.
• Supporting product validation activities through testing of new product designs and functionality.
• Delivering product training for Technical Service Representatives and contributing to support solution development.
• Performing additional duties and projects as assigned.

Requirements

• High school diploma, Associate Degree (AA/AS), or equivalent post‑secondary technical training.
• Minimum of 6 years of relevant technical support experience.
• Advanced English communication skills, both written and verbal.
• Strong troubleshooting and technical problem‑solving capabilities.
• Experience supporting both hardware and software products.
• Excellent communication skills with the ability to assist customers of varying technical backgrounds.
• Strong organizational skills and the ability to manage multiple priorities simultaneously.
• Ability to work effectively in a fast‑paced, customer‑focused environment.
• Experience with ERP systems and technical case management tools.
• Knowledge of CAPA, CAR, root cause analysis, and quality management processes.
• Experience delivering technical training or supporting product launches.
• Exposure to IoT, monitoring, tracking, or connected device technologies.
• Experience working within a global technical support organization.

Benefits

We offer a competitive total rewards package that may include other benefits and well‑being programs. Offerings vary by role and location and are designed to support employees’ health, security, and success.

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at [e-mail]. We will make every effort to meet your needs in accordance with applicable laws.

At Carrier we make modern life possible by delivering groundbreaking systems and services that help homes, buildings and shipping become safer, smarter and more sustainable. We exceed the expectations of our customers by anticipating industry trends, working tirelessly to master and revolutionize them. Our team of approximately 56,000 dedicated individuals continues to mold industry standards by pursuing the latest research and developments to improve the lives of our customers. We’re constantly growing, seeking out talented, likeminded people who are committed to our primary duty: to be the world’s first choice in security, shipping and HVAC technology.