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Automation Remote Support Coordinator

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E80 Group

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Location:
Mexico , San Pedro Garza García

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The H24 Front Office Coordinator is inserted in the Technical Customer Service department which in E80 is responsible for ensuring the operating efficiency of plants installed. The resource will be responsible for managing the Remote Support Front Office team with the following objectives: • Ensure an adequate level of assistance on all E80 Group systems installed at customers' sites • Support on-site staff in troubleshooting during the machine downtime to reduce intervention times through accurate remote diagnostics.

Job Responsibility:

  • Manage the resources that guarantee first level support in the event of a downtime and guide the customer in the problem solving and troubleshooting process, until the problem is resolved
  • Monitor the ticketing process, evaluating its performances of the Front Office team
  • Ensure proper prioritization of active support requests
  • Inform the structure of any recurring non-conformities and promote any improvement activities
  • Evaluate the performance and skills of the Front Office team members, as well as participate in the training phases of new technicians
  • Ensure proper communication with the customer
  • Support the customer during the troubleshooting phase
  • Plan and manage team rotation and shifts scheduling
  • Manage the Front Office representative assignments

Requirements:

  • Bachelor’s degree
  • Work experience of at least 5 years in the field of automation
  • Good knowledge in IT tools
  • Strong analytical skill
  • Multitasking and problem-solving skills
  • Good communication skills (English and Spanish)
  • Team builder
  • Leadership
  • Currently living in Monterrey area

Additional Information:

Job Posted:
January 10, 2026

Work Type:
On-site work
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