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Technical Support Coordinator

hace 2 semanas

Ciudad de México Vertiv A tiempo completo

**Technical Leadership & Escalation Point**
- Review and approve root cause analyses (RCA) and customer-facing technical documentation prepared by the team.
- Act as a Tier II/III escalation point for complex technical cases related to Data Center products, especially Thermal Management systems.
- Support remote diagnostics and analysis, ensuring alignment with Vertiv documentation and regional compliance standards.

**Service Readiness & Project Support**
- Oversee service readiness activities for New Product Introductions (NPI), including training, spare parts availability, and tools.
- Validate part numbers and BOMs for retrofits, replacements, and commercial project quotes in coordination with the commercial services team.
- Engage with regional and global forums to represent local needs and ensure alignment with global support strategy.

**Process Improvement & Knowledge Management**
- Promote the continuous improvement of support protocols, documentation standards, and libraries (e.g., TKO, SharePoint).
- Consolidate and report on common technical issues to drive product and service improvements.
- Suggest updates to training materials, libraries, and internal procedures based on recurring inquiries and support trends.

**Customer & Stakeholder Engagement**
- Act as a technical liaison for key customers during critical support cases or strategic service discussions.
- Collaborate with sales, service delivery, and engineering teams to provide technical insight into complex solutions.
- Represent the team in cross-functional meetings and support Vertiv’s customer-first culture.

**Education & Certification**:

- Bachelor’s degree in Electrical, Mechanical, or Mechatronics Engineering (required).
- Advanced English proficiency is essential, particularly for regional collaboration and global technical communication (written and spoken).

**Requirements**:

- Minimum of 18 months in the current position.
- Solid technical knowledge in mechanical systems, electrical fundamentals, and data center infrastructure.
- Demonstrated ability to lead or coordinate technical teams in a service support environment.
- Excellent communication skills, teamwork, and a customer-oriented mindset.
- Strong writing and documentation skills in the local language.
- Advanced command of computer tools and service platforms (e.g., CRM, ticketing systems, SharePoint).
- Familiarity with Quality and HSE standards.
- Willingness to travel occasionally within the region.

**Years of experience**:7-10 years