Automation Remote Support Supervisor

Who We Are

E80 Group is a multinational company specialized in the development of automated and integrated intralogistics solutions for manufacturers of consumer goods, operating in the beverage, food, tissue, and other sectors. The main systems produced by E80 Group include palletizing robots, laser-guided vehicles, robotic stretch wrappers and labelers, and automated high-density warehouses.

The entire logistics flow is centrally managed by the SM.I.LE80 software platform (Smart Integrated Logistics), which ensures efficient system integration and optimizes the management of all operations—from the entry of raw materials, through storage, to shipping.

With 14 branches worldwide, the Group believes in the core values Ethics, Courage, Humility, and Safety. These values form the foundation of E80 Group’s corporate culture, which maintains a close connection with customers, people, and the local communities.

The H24 Remote Support Engineer Front Office Supervisor 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.

Responsibilities:

• 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.

• • Plan and manage team rotation and shifts scheduling.
  • Manage the Front Office representative assignments.
  • Evaluate the performance and skills of the Front Office team members, as well as participate in the training phases of new technicians.
• Support, train and coach the Front Office Team with the objective of increase the numbers of the issues resolved remotely (80%+) without a need to escalate to expert SME’s.
  • Training and coaching activities will represent approximately 50% of the overall workload.
• Monitor the ticketing process, evaluating its performances of the Front Office team.
  • Guarantee company front office KPI.
  • Ensure proper prioritization of active support requests.
• Inform the structure of any recurring non-conformities and promote any improvement activities.
• Customer Oriented:
  • Ensure proper communication with the customer.
  • Support the customer during the troubleshooting phase.
• Support, train and coach the Front Office Team with the objective of increase the numbers of the issues resolved remotely (80%+).
  • Training and coaching activities will represent approximately 50% of the overall workload.

Requirements:

• Bachelor’s Degree in Engineering (Automation/Robotics/Software) field.
• Work experience of 5+ years in the field of automation.
• 3-5 years of experience in a customer support environment, including direct customer interaction and call handling.
• Technicals Skills: Expectation to independently resolve 80%+ of issues remotely with remote programming, device configuration, PLC diagnostics, and customer support.

• PLC troubleshooting (Beckhoff/Siemens/Rockwell).
• Industrial networking.
• Motion control knowledge.
• Spare part programming and configuration.

• Good knowledge in IT tools & industrial network.
• Strong analytical skills.
• Multitasking and problem-solving skills.
• Good communication skills (English and Spanish).
• Team builder.
• Leadership and responsible for a team of 15-20 technicians.
• Currently living in Monterrey area, working in office (or looking to be relocated in Monterrey).
• Availability to travel as needed, with an expected travel of approximately 25%.

Qualified applicants will receive consideration.
E80 Group does not tolerate any kind of discrimination or offensive behavior against one's personality (for example, moral, sexual or other kind of harassment, intimidation, persecution and other), or social exclusion or unfair treatment due to nationality, race, colour, ethnic or social origin, membership of a national minority, property, birth, disability, age, sexual orientation, gender, genetic features, family status, religions or political views or physical disabilities, veteran status, citizenship status, marital status, or pregnancy. We honor our commitments under articles 1 and 18 of Law No. 68/1999 and give special consideration to candidates in protected categories.