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talent acquisition partner & development management | talent strategies | employer branding
make your mark at the world's largest hvac company
the role manages and oversee the technical support team. Implement and maintain it support process and procedures. Handle escalated technical issues efficiently. Ensures the proper management, support, and maintenance of the company's desktop equipment and it systems. Oversees the daily operations of a desktop support team, ensuring prompt and efficient resolution of user’s incidents, issues related to hardware and software, conduct reviews, and provide feedback to team members, while also collaborating with cross-functional teams to assess, optimizing and implement new technologies. Provide the necessary tools to end users that allow them to carry out their activities efficiently and without interruptions.
will play a key role in developing support strategies, managing resources, and driving process improvements that enhance user satisfaction, operational effectiveness and production continuity ensuring computer security, standardization aligned with it policies.
why you’ll love working for daikin:
* we’re a group who operates with a people-centered mindset, believing in the unlimited potential of each employee, with a goal of driving our company to its fullest potential.
* our goal is to “perfect the air”. We do this through cutting edge innovation & sustainability efforts while meeting the hvac needs of thousands of customers - expanding over 160 countries!
* our culture is unrivaled. Daikin operates under 7 core values which are embedded into every aspect of our business. It’s through these values that we continuously strive to build a place where everyone can be authentic, feel valued and heard, and have a sense of purpose and belonging.
* oversee ticketing system: manage the ticketing process using remedy or the available system, ensuring prompt and efficient responses to internal customer requests. Daily operations of the desktop support team, ensuring prompt and effective resolution of user issues
* lead technical support team: supervise and assign day-to-day tasks to technical support personnel, ensuring the right resources are allocated to meet customer needs.
* monitor and report performance: track and report key performance metrics related to technical support to ensure alignment with company objectives.
* manage performance metrics, conducting regular reviews and providing feedback to team members to foster a culture of continuous improvement.
* manage rapid response team for incidents: lead the incident response team, ensuring a structured process is in place for swiftly addressing and resolving priority 1 (p1) issues.
* lead troubleshooting efforts for complex technical issues, including hardware, software, and network problems.
* provide hands-on support for critical incidents and ensure timely communication with stakeholders during outages and service disruptions.
* create a world-class customer service experience: leverage daikin's resources to deliver top-tier customer service and optimize user experience by resolving technical issues and enhancing the performance of infrastructure resources. Develop and implement support strategies and best practices to improve service delivery and user experience.
requirements:
* bachelor’s degree in computer systems, information technology, or a related field.
* +5 years of experience in similar positions, with at least 2 years in a leadership role.
* english advanced level (mandatory).
* proven experience in advanced service desk management.
* basic knowledge of networking.
* active directory knowledge, managing user accounts.
* solid knowledge of desktop operating systems, hardware, and software applications.
* familiarity with key it tools, software, and platforms commonly used in service desk environments.
we appreciate your application/documents in english.
about us
daikin has an extensive history of developing new, industry-leading innovations and technology. Our award-winning rebel rooftop units, magnitude magnetic bearing chillers, pathfinder air cooled chillers and intelligent equipment set new standards for efficiency and value for building owners. Also, our extensive water source heat pump and applied technologies, aftermarket service, and parts operations provide support to keep our customers' operations running smoothly.
hvac equipment, internet of things (iot) for hvac, energy management, aftermarket service support and replacement parts, and turnkey solutions.
it is the policy of daikin manufacturing mexico to provide equal employment opportunity (eeo) to all persons regardless of race, creed, color, religion, gender, gender identification, sexual orientation, age, national origin, disability, protected veteran status, genetic information, marital status, membership or activity in a local commission, or any other characteristic protected by federal, state or local law.
seniority level
* seniority level
mid-senior level
employment type
* employment type
full-time
job function
* job function
information technology
* industries
hvac and refrigeration equipment manufacturing
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