Technical Support Engineer

Description

Job Summary: Lead technical support for projects in Latin America, managing implementation, issue resolution, and optimization of electronic/financial equipment to ensure customer satisfaction. Key Responsibilities: 1. Lead technical support for projects in Latin America 2. Resolve critical issues and perform equipment maintenance 3. Train customers and teams on operation and maintenance Lead technical support for local and pan-Latin American (Latam) projects, including customer certification, pilot program implementation, and large-scale deployment. Track project technical milestones, proactively identify potential risks, and propose mitigation plans to ensure on-time delivery and incident resolution. Perform on-site troubleshooting for critical failures, conduct equipment maintenance and module repairs, and verify incident resolution to meet customer satisfaction standards. Analyze device logs, diagnose technical issues, and provide viable solutions. Provide detailed problem descriptions, test data, and on-site scenarios to the Headquarters Professional Technical Support (PTS) team, and track resolution progress to ensure timely customer feedback. Respond to customer inquiries via email, phone, and on-site visits, focusing on troubleshooting electronic/financial equipment (ATMs, IPCs, etc.). Establish efficient communication channels with the Headquarters Professional Technical Support (PTS) team—especially across time zones—to escalate unresolved technical issues. Collaborate with regional sales teams to anticipate customers’ technical needs and provide pre-sales technical advice for project acquisition. Document customers’ technical feedback and pain points, and escalate region-specific equipment adaptation issues to the Headquarters Professional Technical Support (PTS) team for localized optimization. Synchronize headquarters technical bulletins, software/hardware update guidelines, and best practices for troubleshooting to apply them in local and other regional operations. Deliver training on equipment operation, routine maintenance, basic troubleshooting, and software/hardware updates to enhance customers’ and teams’ technical competence. Serve as a trainer for GRG customers and field service teams across Latin America, developing localized training materials (e.g., bilingual Spanish/English user guides, operational demonstrations). Conduct follow-up assessments after training to ensure trainees master key skills, and provide individual coaching on complex technical topics. Develop and maintain region-specific technical documentation, including work instructions, technical bulletins, troubleshooting manuals, and post-incident analysis reports. Collect, categorize, and analyze customers’ technical requirements, translate them into applicable technical specifications, and propose customized solutions. Periodically update the regional technical knowledge base to accumulate case studies, optimization plans, and best practices for team knowledge sharing. Perform other technical tasks assigned by line managers or headquarters, such as participating in regional technical audits, equipment performance testing, and market technical studies. Collaborate with cross-functional teams (e.g., R&D, logistics, customer service) to address comprehensive customer issues (e.g., equipment delivery, software compatibility, after-sales support coordination).\r\n-Requirements- Minimum Education: Higher Education — Bachelor's Degree\r\n2 years of experience\r\nLanguages: English \r\nAge: Between 19 and 40 years old\r\nWillingness to travel: Yes\r\nKeywords: engineers, ingeniera, ing, engineer, apoyo, support, soporte, tecnologo, tecnico, tech, technician, technology, tecnologia, technologist