Technical Support Specialist

Role: Technical Support Specialist

Location: Mexico City, Mexico

Full-time (Monday to Friday, 7:00 a.m. to 4:30 p.m.) Onsite

Build a career with confidence

Carrier Global Corporation, a global leader in intelligent climate and energy solutions, is committed to creating solutions that matter—for people and our planet—for generations to come. From inventing new technologies to shaping entire industries, we continue to lead thanks to a world‑class, diverse workforce that puts customers first.

About Sensitech

Sensitech, a Carrier Global Corporation subsidiary, is a world leader in supply chain visibility solutions, helping global customers protect the quality and integrity of temperature‑sensitive and high‑value products across the food, pharmaceutical, life sciences, and industrial sectors. Since 1990, Sensitech has delivered innovative IoT monitoring technologies, including time, temperature, location, and environmental monitoring devices, along with advanced software analytics that enable real‑time, end‑to‑end visibility.

Sensitech is ISO 9001:2015 certified and operates globally, supporting more than 16 million monitored shipments each year. It offers solutions focused on quality, compliance, logistics performance management, and real‑time data‑driven insights.

Acquired by Carrier in 2006, Sensitech continues to expand its impact, including investments in next‑generation monitoring platforms and the acquisition of specialized companies to broaden its portfolio in pharmaceutical and cold‑chain monitoring.

About the role

As a Technical Support Specialist, you will ensure exceptional customer experience and technical performance for Sensitech solutions. You will troubleshoot issues, support product functionality, and resolve complex customer challenges, directly contributing to product reliability and operational excellence within critical cold‑chain and supply‑chain environments.

Key Responsibilities

As a Technical Support Specialist, you'll be responsible for:

• Providing support and troubleshooting for all Sensitech products, services, and solutions via phone, email, remote tools, and in-person interactions.
• Investigating, responding to, and resolving customer inquiries in a timely and professional manner.
• Learning and becoming proficient in Sensitech product operations, technical requirements, and usage methods.
• Managing Technical Service Case Management processes through the global ERP system, ensuring accurate logging, tracking, prioritization, and escalation.
• Conducting hardware evaluations on electronic devices and preparing detailed assessment reports for customers.
• Collaborating with Sales, Analysts, Program Managers, Engineering, C3, and other internal teams to resolve issues effectively and prevent recurrence.
• Identifying recurring issues and contributing to improved documentation and knowledge resources.
• Participating in daily/weekly meetings and providing status updates on case resolution.
• Supporting continuous improvement efforts, including recommendations for product, system, or procedural enhancements.
• Performing root-cause investigations and escalating through CAPA/CAR procedures when required.
• Creating and maintaining troubleshooting documentation.
• Facilitating responses to customer complaints and confirmed field failures.
• Assisting in testing new product designs to validate operational functionality.
• Delivering product training to Technical Service Representatives and contributing to support solution development.
• Performing additional tasks as assigned.

Requirements

We are looking for people who are customer‑oriented, technically skilled, collaborative, and committed to continuous learning and improvement.

As a minimum, you must have:

• High school diploma or AA/AS degree (or equivalent 2-year post‑secondary training).
• Minimum 6 years of relevant technical support experience.
• Strong technical troubleshooting and problem‑solving skills.
• Experience supporting both hardware and software systems.
• Effective communication skills for assisting customers with varying technical expertise.

Although not necessary, it would be nice if you have:

• Experience with ERP and ticketing systems.
• Knowledge of CAPA/CAR processes.
• Familiarity with Sensitech products or cold‑chain monitoring technologies.
• Experience developing technical documentation or training programs.
• Prior collaboration with Engineering, Quality, or Product teams.

Benefits

• Comprehensive health insurance.
• Professional development and learning opportunities.

Our commitment to you

Our greatest assets are the expertise, creativity, and passion of our employees. At Carrier, we foster an inclusive workplace where everyone feels they belong. We attract, develop, and retain top talent, encourage teamwork, and drive innovation to build a better future for our customers and the planet. This is The Carrier Way.

Join us and make a difference.

Apply Now

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.

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