Take customer care to the next level.

Tlalnepantla - Mexico

At the Electrolux Group, as a leading global appliance company, we strive every day to shape living for the better for our consumers, our people and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.

Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together.

Join us in our exciting quest to build the future home!

All about your role:

Our ambition here at the Electrolux Group is to lead the enhancement of the Consumer Journey. In order to keep a more direct and significant relationship with them, we created the Consumer Direct Interaction sector, with an organized structure that is completely consumer-centered, reuniting under one perspective thelo main functions that are part of this journey. Within the area, our Consumer Care teams work dynamically to offer the best aftersales services to our consumers, delivering outstanding experiences in order to make them loyal ambassadors to our brands.

What you'll do:

As a Service Engineer, you will be responsible for ensuring product quality, managing technical documentation, and supporting the launch of new projects in our market. You will actively contribute to initiatives and propose actions aimed at delivering an exceptional consumer experience, while ensuring cost efficiency. This role plays a key part in driving continuous improvement across our products, services, and processes.

In detail, you will:

• Monitor product quality issues reported from the field and analyze performance metrics to identify improvement opportunities.
• Collaborate with cross-functional teams to resolve technical problems and drive continuous product enhancement.
• Develop and maintain accurate, user-friendly technical documentation such as service manuals and troubleshooting guides.
• Ensure readiness for new product launches by updating service processes and technical content.
• Provide feedback to product development teams based on field data and consumer insights to improve future releases.
• Lead service initiatives focused on improving key performance indicators like first visit resolution and repair cycle time.

As part of the culture of continuous improvement, you will be involved in Lean Thinking projects and activities (EMS/C2W). 

Who you are:

• Bachelor’s degree in Engineering or a related field with relevant experience.
• Solid experience in technical and/or after sales role with a focus on product performance, service delivery and customer experience.
• Experience in the white goods and appliances industry.
• Familiarity with key consumer care metrics such as NPS, service call rate, and warranty cost management.
• Desirable knowledge of refrigeration systems and related technologies.
• Strong analytical skills with the ability to identify trends and propose data-driven solutions.
• Excellent technical writing and documentation skills.
• Fluent in Spanish and English.
• Availability to travel as needed.

Where you'll be:

You will be based at the Tlalnepantla office. Located in the metropolitan area of Mexico City, this office plays a key role in Electrolux’s operations in the North of Latin America, supporting commercial, logistics, and service functions. It is home to teams committed to delivering exceptional consumer experiences across the region.

As part of the Electrolux Group, we will continually invest in you and your development. There are no barriers to where your career can take you.