Technical Support Specialist Junior.

México

SSC / Central Technical Support

Reports to: Supervisor Technical Support.

Summary: The Technical Support Agent offers customer support and technical

assistance. This team consists of experts familiar with Festo products,

solutions, and applications. They help customers by resolving

technical issues, answering questions, providing product information,

and guiding the optimal use and implementation of Festo solutions.

Their role is crucial in ensuring customer satisfaction and facilitating

the smooth operation of products and systems.

Location: Tlalnepantla, estado de México.

Travel expectations: NA

Responsibilities:

Provide remote support to customers for troubleshooting and commissioning

electric automation, pneumatic, and process automation systems.

Diagnose and resolve technical issues related to product malfunctions, improper

installations, incorrect parameter settings, valve terminals, and Industrial Ethernet

networks.

Recommend appropriate components for customers' electric automation, factory,

and process automation applications.

Collaborate with customers to gather information about their needs and design

tailored solutions.

Advise customers on upgrading obsolete products to enhance their systems.

Have a strong understanding of products and technology to address customer

requests. If needed, set up hardware to replicate the customer's setup for remote

troubleshooting.

Maintain open communication with Festo companies worldwide to resolve customer-

specific issues and clarify technical details.

Actively participate in technical training sessions to enhance knowledge and skills.

Culture awareness to support international customers.

Completes all necessary follow-up and administrative tasks required.

Knowledge, Habilites and Experience:

Bachelors degree in Mechatronics Engineering or a related field.

Understanding of products and applications in electrical drive systems, pneumatics,

and process automation.

Familiarity with the Festo product portfolio is a plus.

Proficient in office software applications (Outlook, word, Excel, Power BI).

Excellent written and verbal communication skills in English.

Experience in customer interactions, particularly in technical discussions is

beneficial.

Self-motivated and accountable, with a strong sense of responsibility.

Technical enthusiasm for new product launches and innovative applications.

Ability to collaborate effectively within an international team environment.

Proficiency in additional languages such as German, Spanish, or Chinese is a plus.

At least 1 year of experience or recently graduated in a similar role in a relevant field.

Physical requirements:

You should spend more than 50% of your time seated, as customer requests are

received electronically. The remaining percentage should be dedicated to testing

systems in the laboratory or visiting cutomer´s plants (Only MX customers).