Fault Manager and Technical Support

Description

Job Summary: This role manages the receipt, initial diagnosis, and follow-up of faults, providing first-level telephone technical support and ensuring operational efficiency. Key Highlights: 1. Professional training and development opportunities. 2. A safe and respectful work environment. 3. Opportunities for growth within the company. We are Mateco, a strategic partner. Since our arrival in 2022, we have worked with the firm goal of becoming one of the leading providers in the rental of lifting equipment. Over the years, we have grown and evolved, establishing ourselves as leaders in the rental sector for aerial work platforms, telehandlers, forklifts, generators, and backhoe loaders from the top brands in the market We invite you to join our team Location: The position is located in *Tepotzotlán, State of Mexico* **Required Profile:** * Technical or engineering education (preferably in mechanical, electromechanical, or related fields). * Experience in technical support, help desk, or machinery diagnostics (experience with Genie, JLG, Skyjack, or similar platforms preferred). * Knowledge of interpreting electrical and hydraulic schematics. * Ability to perform remote technical diagnostics. * Skill in coordinating teams and managing multiple cases simultaneously. * Proficiency with CRM systems or ticket management platforms. * Ability to read and use technical manuals. * Excellent communication and problem-solving skills. **Job Objective:** To manage the receipt, initial diagnosis, and follow-up of faults reported by customers or internal staff, providing first-level telephone technical support. The role aims to resolve or triage incidents before escalating them to the field technical team, ensuring operational efficiency and timely customer response. **Key Responsibilities:** * Answer calls from customers and colleagues to diagnose technical failures, aiming to resolve them remotely whenever possible. * Record and track faults in detail until closure. * Escalate complex cases to the field technical team and coordinate assignments. * Manage documentation for site access and supervise compliance by technical personnel. * Validate work reports, hours logged, and case closures. * Support the planning and execution of preventive and corrective maintenance. * Monitor the operational status and availability of the technical team, ensuring regulatory compliance. * Manage spare parts and material orders with a focus on efficiency and availability. * Determine whether a fault can be resolved remotely or requires dispatching a technician. **Additional Benefits and Perks** * Competitive salary * Statutory benefits from day one * Savings fund * Grocery vouchers * Year-end bonus exceeding statutory requirements * Vacation bonus exceeding statutory requirements * Life insurance * Major medical expense insurance * Professional training and development opportunities. * A safe and respectful work environment. * Opportunities for growth within the company.