Technical Support Specialist - Night Shift

Company Description
The company provides innovative, energy‑efficient printing solutions designed for high‑volume and production‑level environments across a wide range of industries, including commercial printing, education, government, healthcare, and corporate operations. RISO de México specializes in providing these solutions through a nationwide network of authorized dealers and service partners, as well as direct sales. The company supports customers throughout Mexico with equipment sales, consumables, technical service, training, and ongoing customer support.

The Field Technical Specialist provides technical and product support for RISO inkjet and RISO‑approved solutions, supporting dealers, customers, and internal sales teams. This role includes product testing, technical support for sales activities, and participation in sales events such as tradeshows, demo centers, and open houses.

The position is responsible for monitoring RISO products operating in Riso de Mexico facilities, direct and dealer customer sites to ensuring optimal performance, reliability, and customer satisfaction. The Technical Specialist is expected to deliver high-quality service that promotes long-term use of RISO products by end customers and strengthens dealer relationships.

The Technical Specialist is expected to understand, develop, test, and integrate advanced systems, applications, and workflows related to RISO inkjet printing solutions. Support is provided remotely and onsite, primarily within Mexico City and surrounding areas, and may include travel based on business needs.

Technical and Customer Support
Provide direct technical and pre-sales support to the sales team and dealers.
Service customer and demo machines and ensure proper setup, operation, quality and performance.
Participate in test installations, road demos and field activities scheduled for the demo van.
Walk customers through printer driver installation, product operation, and basic troubleshooting.
Ask targeted diagnostic questions and guide users with simple, clear, step‑by‑step instructions, both remotely and onsite.
Record all technical issues, actions, and solutions accurately in technical logs and CRM systems.
Identify recurring issues, quality concerns, and customer satisfaction risks, and take proactive corrective actions.
Provide technical support to warehouse operations, including equipment handling and setup.

· Manage the inventory of consumables, tools, and spare resources.
Visit dealer customers in Mexico City and surrounding areas to provide onsite technical support as required.
Monitor installed equipment performance at customer locations and recommend improvements or corrective actions.
Training, Documentation, and Media
Create instructional videos to help customers maximize the use of IJ and RG products.
Provide technical support for sales events, including tradeshows, demo centers, telethons, and open houses.
Data, Reporting, and CRM
Maintain accurate technical case records and ensure CRM systems are consistently updated.
Support dealer managers by preparing and presenting operational and technical performance analyses when required.

Engineering background preferred (Electronics, Electrical, Systems, Mechanical, or related fields).
Two (2) to three (3) years of experience in a similar technical support or field service role.
Strong skills in repair, troubleshooting, setup, and installation of electro‑mechanical equipment and related computer hardware and software.
Ability to read and understand technical manuals and documentation in English.
Strong knowledge of Microsoft Office, especially Excel.
Solid understanding of networks and connectivity.
English proficiency preferred.
Ability to work with technical documentation and systems in English.
Some overnight and weekend travel or assignments may apply.
Must possess a valid state driver’s license and meet insurability requirements.