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Technical Sales Engineer

hace 2 meses

Xico, México Marco Marketing A tiempo completo

About Marco Marketing

We are a professional and agile marketing firm.

Our work environment includes:

Modern office setting
- Food provided

Job Summary

As a Technical Sales Engineer - Hybrid Opportunity, you will provide clients with sales advice and support on products and services. You will possess strong multilingual communication skills to work in a multi-discipline cross-functional role. You will be able to support and communicate with multiple departments, including technical support engineering, customer service, sales, and marketing. You will support data gathering methods and reporting needs. You will provide leadership and guidance to resolving technical support escalations both internally and externally.

Key Responsibilities

  • Coordinate customer service technical support escalation issues, ensuring timely and satisfactory resolution of customer issues
  • Be the technical focal point for Mexico, Central, and Latin America
  • Be the technical focal point for company sales account managers
  • Diagnose, troubleshoot, and resolve PC hardware, networking, and software issues
  • Escalate critical customer situations to the appropriate level of management and engineering expertise
  • Track and monitor all support cases to ensure timely resolution and follow-up
  • Work closely with company sales, service, and support teams to address needs and concerns of Small/Medium business, Enterprise, and Education customers
  • Develop content to support in-region third-party service providers and sales groups
  • Oversee the coordination, administration, and execution of technical support programs, projects, process, and performance metrics/standards
  • Ensure that issues and recommendations about programs, tools, projects, products, process, metrics, standards, and customers are escalated in accordance with technical support policies and procedures
  • Review customer support scenarios to identify opportunity areas and recommend/implement improvements through analysis and feedback

Requirements

  • Multilingual - Spanish and English required
  • Bachelor's degree in Computer Science, Information Technology, or relevant field or equivalent combination of education and work experience
  • One to two years of technical work experience preferred
  • Good understanding of computer systems, mobile devices, and other tech products with knowledge of computer components including motherboards, processors, memory, expansion cards, and peripherals is preferred
  • Excellent verbal and written communication skills
  • Excellent sales and customer service skills with a proven ability to explain technical products to non-technical audiences
  • Ability to troubleshoot software and hardware issues on computers
  • Ability to collaborate effectively and work as part of a team
  • Organized, efficient, and results-driven
  • Works well under pressure and manages stressful situations with ease
  • Critical thinker with interpersonal skills
  • Some overnight travel may be required

Education and Experience

  • Bachelor's (required)
  • Technical work: 2 years (required)
  • Technical Engineer: 1 year (required)

Language

  • English (required)
  • Spanish (required)

Willingness to Travel

  • 25% (preferred)

Work Location

  • In person