Technical Support Engineering Leader

hace 5 días

Monterrey, Nuevo León, México Lenovo A tiempo completo
Overview and Responsibilities

This position acts as the primary contact and leader for a range of ISG Products within the organization. The ideal candidate will oversee Lenovo ISG's premier level of Field Support.

Key responsibilities include managing a team of engineers tasked with diagnosing and resolving field-related issues, while also ensuring that knowledge articles are updated and feedback is provided to our development and product assurance teams.

The role encompasses Product Engineer (PE) duties, particularly for cases that necessitate problem identification and source isolation across systems, subsystems, and various components of a Customer solution.

As part of the responsibilities, the leader will provide technical expertise to the field regarding problem identification and isolation, along with actionable plans to address client concerns.

Building and maintaining a collaborative relationship with Development is essential for in-depth analysis of design and architectural challenges.

The leader is expected to manage widespread field issues, facilitate field communications, and prioritize fix releases.

Enhancing organizational capability by ensuring appropriate staffing levels, lab equipment, and logistics for off-shift support is vital for long-term success.

Proficiency in spoken and written English is required for effective interaction with customers, Lenovo project managers, and fellow engineers.

Participation in both internal and external conference calls to articulate technical matters is expected. The manager will also be responsible for producing internal and external written technical communications.

The successful candidate will possess a solid understanding of ISG systems, demonstrated leadership or management skills, and familiarity with the field support process and customer engagement.

Ideally, the candidate will have direct experience working with customers, either via phone or on-site.

Essential Skills and Experience
  • Extensive experience in Hardware Troubleshooting of x86 Servers
  • In-depth knowledge of server architecture
  • Ability to utilize lab hardware to replicate customer configurations for failure analysis
  • Proficient in reading and interpreting hardware error logs and OS logs to identify customer issues
  • Collaborate with Development and Level 2/3 teams to resolve field issues
  • Engage in pre-product activities, providing technical input for defect deferrals and hardware design modifications
  • Communicate technical solutions to client teams and customers to ensure satisfaction
  • Create technical documentation for service personnel and clients
  • Provide on-site support to address critical client technical challenges as needed
  • Maintain essential product data (specifications, publications, product tips, defects, engineering changes/history, product roadmaps, lifecycle, new product introductions, releases)
  • For critical cases or client outages, the role may require project management of collective Remote Support/OEM/Lenovo teams to swiftly restore client services
  • Manage and maintain capital assets and lab equipment
  • Collaborate and engage with geographical teams
  • Participate in an on-call rotation to address urgent customer issues

  • Technical Support Engineering Leader

    hace 5 días

    Monterrey, Nuevo León, México Lenovo A tiempo completo

    Overview and Responsibilities This position acts as the primary contact and leader for a range of ISG Products within the organization. The ideal candidate will oversee Lenovo ISG's premier level of Field Support. The role entails managing a team of engineers dedicated to diagnosing and resolving field-related issues, while also ensuring that knowledge...

  • Technical Support Specialist

    hace 5 días

    Monterrey, Nuevo León, México Rego A tiempo completo

    **Job Summary:**We are seeking a highly skilled Technical Support Specialist to join our team at Rego. As a Technical Support Specialist, you will be responsible for providing technical assistance and support to our customers.**Key Responsibilities:**Install and commission laser cutting machines for customers, and provide technical training and maintenance...

  • Technical Support Specialist

    hace 5 días

    Monterrey, Nuevo León, México oilandgas A tiempo completo

    Job SummarySchneider Electric is seeking a highly skilled Technical Support Specialist to join our team in Apodaca, Nuevo León. As a Technical Support Specialist, you will play a critical role in providing exceptional customer service and technical support to our clients.About the RoleWe are looking for a talented individual with a customer-centric mindset...

  • Technical Support Specialist

    hace 3 días

    Monterrey, Nuevo León, México Blue Yonder A tiempo completo

    About the RoleBlue Yonder is seeking a highly skilled Technical Support Specialist to join our global team. As a Technical Support Specialist, you will be responsible for providing technical assistance to our customers, ensuring their issues are resolved efficiently and effectively.Key ResponsibilitiesProvide technical support to customers via various...

  • Field Support Engineering Lead

    hace 5 días

    Monterrey, Nuevo León, México Lenovo A tiempo completo

    Position OverviewThis role acts as the primary point of contact and leader for a range of ISG Products within Lenovo. The ideal candidate will oversee Lenovo ISG's top-tier Field Support operations.Key Responsibilities: - Lead a team of engineers in identifying and resolving field-related issues while ensuring the feedback loop with knowledge articles and...

  • Technical Support Specialist

    hace 5 días

    Monterrey, Nuevo León, México Intelexion S.A. de C.V A tiempo completo

    Company OverviewIntelexion S.A. de C.V is a leading provider of innovative technology solutions.Job SummaryWe are seeking a highly motivated and detail-oriented Technical Support Specialist to join our team.Key ResponsibilitiesProvide technical support to our IT team based in Brazil, ensuring the maintenance of hardware, software, and other...

  • Technical Support Specialist

    hace 5 días

    Monterrey, Nuevo León, México Blue Yonder A tiempo completo

    Job SummaryWe are seeking a highly skilled Technical Support Specialist to join our team at Blue Yonder. As a Technical Support Specialist, you will serve as a product technical liaison between our support and development teams, communicating technical product and solution expertise to internal and external customers.Key ResponsibilitiesAct as a product...

  • Senior Technical Support Specialist

    hace 5 días

    Monterrey, Nuevo León, México Blue Yonder A tiempo completo

    About the RoleWe are seeking a highly skilled and experienced Senior Technical Support Specialist to join our team at Blue Yonder. As a key member of our customer support team, you will be responsible for providing exceptional technical support to our customers, ensuring their issues are resolved efficiently and effectively.Key ResponsibilitiesTechnical...

  • Technical Support Specialist

    hace 5 días

    Monterrey, Nuevo León, México Blue Yonder A tiempo completo

    Job DescriptionJob Title: Support Engineer 2Job Summary:We are seeking a highly skilled Support Engineer 2 to join our team at Blue Yonder. As a Support Engineer 2, you will be responsible for providing technical support to our SaaS customers, ensuring their successful implementation and post-production phases of our ESO solution.Key Responsibilities:Provide...

  • Support Engineer 1

    hace 3 días

    Monterrey, Nuevo León, México Blue Yonder A tiempo completo

    Job SummaryWe are seeking a highly skilled Support Engineer 1 to join our team at Blue Yonder. As a key member of our global support team, you will be responsible for providing technical support to our customers, ensuring their success with our software solutions.Key ResponsibilitiesTechnical Support: Provide functional and technical support for service...

  • Technical Support Specialist

    hace 5 días

    Monterrey, Nuevo León, México Trane Technologies A tiempo completo

    Role Overview: As a vital member of our team, you will provide essential support to dealers and clients on technical matters, both in-person and remotely. Training and Development: You will be responsible for educating the technicians of our dealers and customers about Thermo King products, enhancing their expertise and capabilities. Collaboration: Maintain...

  • Technical Support Specialist

    hace 5 días

    Monterrey, Nuevo León, México Trane Technologies A tiempo completo

    Role Overview: As a pivotal member of our team, you will provide essential support to dealers and clients on technical matters, both in-person and remotely. Training and Development: You will be responsible for educating the technicians of our dealers and customers about Thermo King products, fostering their professional growth. Collaboration: Maintain a...

  • Senior Technical Lead

    hace 3 días

    Monterrey, Nuevo León, México Lenovo A tiempo completo

    About the RoleThis is a senior-level position that serves as the business segment focal point and leader for a set of ISG Products. The successful candidate will lead Lenovo ISG's highest level of Field Support, overseeing a team of engineers in diagnosing and resolving field problems.Key ResponsibilitiesLead a team of engineers in diagnosing and resolving...

  • Technical Support Specialist

    hace 3 días

    Monterrey, Nuevo León, México Weir Group A tiempo completo

    About the RoleWe are seeking a highly skilled Technical Support Specialist to join our team at The Weir Group. As a key member of our IT Service Management function, you will play a critical role in delivering exceptional IT service experiences to our colleagues.Key ResponsibilitiesDeliver defined end user services to support the Weir business to agreed...

  • Technical Support Specialist

    hace 3 días

    Monterrey, Nuevo León, México Dyopath A tiempo completo

    Job SummaryWe are seeking a highly skilled Technical Support Specialist to join our team at Dyopath. As a Technical Support Specialist, you will be responsible for providing exceptional technical support to our clients, troubleshooting and resolving technical issues, and ensuring that our clients receive the highest level of service.Key...

  • Technical Support Specialist

    hace 3 días

    Monterrey, Nuevo León, México Blue Yonder A tiempo completo

    Job SummaryThe Blue Yonder Support Engineer will be responsible for providing technical and functional support to our global customer base, working with various teams to gather and understand technical and functional issues, and driving solutions and fixes. The ideal candidate will have experience in a customer-facing software industry role, preferably with...

  • Senior Technical Lead

    hace 5 días

    Monterrey, Nuevo León, México Lenovo A tiempo completo

    Job SummaryThis role serves as the business segment focal point and leader for a set of ISG Products. The successful candidate will lead Lenovo ISG's highest level of Field Support.ResponsibilitiesLead a team of engineers in diagnosing and resolving field problems, including closing the loop with knowledge articles and feedback to development and product...

  • Technical Support Specialist

    hace 2 días

    Monterrey, Nuevo León, México Blue Yonder A tiempo completo

    Job DescriptionJob Title: Technical Support SpecialistJob Summary:We are seeking a highly skilled Technical Support Specialist to join our team at Blue Yonder. As a Technical Support Specialist, you will be responsible for providing technical support to our customers, troubleshooting complex issues, and collaborating with internal teams to resolve customer...

  • Technical Support Specialist

    hace 4 días

    Monterrey, Nuevo León, México WWEX Group A tiempo completo

    Job SummaryThe WWEX Group is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing technical assistance and support to our employees and customers.Key ResponsibilitiesProvide technical support and assistance to employees and customers via phone, email, and...

  • Technical Support Specialist

    hace 3 días

    Monterrey, Nuevo León, México Epicor A tiempo completo

    About Epicor SoftwareEpicor Software is a global technology leader dedicated to helping businesses drive growth and efficiency through innovative software solutions. Our team of experts is passionate about building exceptional products and solutions through teamwork, constant innovation, and integrity.About the RoleYour ResponsibilitiesAs a Technical Support...