Technical Support Specialist at Danfoss

📍 Job Overview

Job Title: Technical Support Specialist
Company: Danfoss
Location: Osasco, São Paulo, Brazil
Job Type: Full-time
Category: Customer Support & Services
Date Posted: June 13, 2025
Experience Level: 2-5 years
Remote Status: On-site (with remote work flexibility)

🚀 Role Summary

Serve as the first point of contact for NAM Danfoss Drives customers, providing technical support for low to mid-complexity cases via phone, email, and live chat.
Troubleshoot and resolve technical issues, including drive setups, programming, and service inquiries.
Collaborate with 2nd Level support and external service partners to provide adequate and timely solutions for high-profile or demanding cases.
Occasionally travel to customer sites to perform technical assessments and repairs (less than 10-15% of the time, domestically).

📝 Enhancement Note: This role requires strong communication skills and the ability to work effectively in a fast-paced, high-performing contact center environment. Previous experience in a similar role or industry is highly valued.

💻 Primary Responsibilities

Technical Support: Provide outstanding support to customers and end-users by addressing their technical inquiries, troubleshooting issues, and offering guidance on drive setups, programming, and service-related questions.
Collaboration: Work closely with 2nd Level support and external service partners to resolve complex cases and ensure customer satisfaction.
Problem Solving: Utilize critical thinking and analytical skills to diagnose and resolve technical issues efficiently.
Customer Interaction: Maintain a high level of customer focus and professionalism while handling customer inquiries and complaints.
Travel: Occasionally travel to customer sites to perform on-site technical assessments and repairs as required.

📝 Enhancement Note: This role requires a strong customer focus and the ability to work effectively under pressure. Candidates should be comfortable handling multiple cases simultaneously and prioritizing their workload accordingly.

🎓 Skills & Qualifications

Education: An associate degree in Electronics or a related technical field is required.

Experience: A minimum of 2 years of experience in the Drives, Power Electronics, or Automation industry is required. Candidates with relevant experience in a different industry may also be considered.

Required Skills:

Proficiency in reading and interpreting electrical schematics.
Ability to effectively use standard electrical test equipment, such as multimeters and oscilloscopes.
Strong English communication skills; ability to communicate in French or Spanish as a second language is an asset.
Strong problem-solving skills and the ability to work effectively under pressure.
Ability to work in a fast-paced, high-performing contact center environment.
Familiarity with Danfoss Drives products and services is a plus.

Preferred Skills:

Experience in a similar technical support role or industry.
Knowledge of customer service best practices and principles.
Familiarity with CRM software and ticket management systems.
Ability to work in a team environment and collaborate with cross-functional teams.

📝 Enhancement Note: Candidates with relevant experience in a different industry may be considered, provided they can demonstrate a strong technical background and a willingness to learn the Danfoss Drives product line.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A well-structured and up-to-date resume highlighting relevant technical support experience, skills, and achievements.
Examples of previous technical support cases or projects, demonstrating problem-solving skills, customer focus, and attention to detail.
Certifications or training courses related to technical support, customer service, or relevant industry-specific knowledge.

Technical Documentation:

Detailed documentation of previous technical support cases, including steps taken to resolve issues, tools used, and outcomes achieved.
Any relevant technical documentation, such as user manuals, guides, or tutorials created for customers or internal teams.

📝 Enhancement Note: While a portfolio of technical support cases is not explicitly required, providing examples of previous successes can help demonstrate the candidate's problem-solving skills and commitment to customer service.

💵 Compensation & Benefits

Salary Range: The salary range for this position in Osasco, São Paulo, Brazil is typically between BRL 3,500 to BRL 5,000 per month, depending on experience and qualifications. This estimate is based on regional market data and industry standards for similar roles.

Benefits:

Bonus system
Paid vacation
Flexible working hours
Possibility to work remotely
Pension plan
Personal insurance
Communication package
Opportunity to join Employee Resource Groups
State-of-the-art virtual work environment
Employee Referral Program

Working Hours: The standard workweek is 40 hours, with the possibility of working overtime as required. The role may involve working on a rotational schedule to cover the 24/7 after-hours emergency phone line.

📝 Enhancement Note: The salary range provided is an estimate and may vary depending on the candidate's qualifications, experience, and market conditions. Danfoss offers a competitive benefits package, including a bonus system, flexible working hours, and remote work opportunities.

🎯 Team & Company Context

🏢 Company Culture

Industry: Danfoss is a global leader in sustainable energy and climate solutions, focusing on technologies that improve energy efficiency, provide sustainable food production, and ensure clean air and water. The company operates in the HVAC, refrigeration, and industrial automation sectors.

Company Size: Danfoss is a large, multinational corporation with approximately 40,000 employees worldwide. This size allows for extensive resources, opportunities for career growth, and a diverse, global work environment.

Founded: Danfoss was founded in 1933 by Danish engineer Mads Clausen. The company has since grown into a global organization with a strong commitment to innovation, sustainability, and social responsibility.

Team Structure:

The Technical Support team is part of the Danfoss Drives organization, focusing on providing exceptional customer support for the company's drive products.
The team consists of Technical Support Specialists, who work closely with 2nd Level support and external service partners to resolve complex cases and ensure customer satisfaction.
The team is led by the NAM Technical Support Manager, who reports directly to the Danfoss Drives leadership.

Development Methodology:

Danfoss follows a structured, continuous improvement approach to technical support, focusing on customer satisfaction, process efficiency, and employee development.
The company utilizes a ticket management system to track and resolve customer inquiries, ensuring that each case is handled promptly and effectively.
Danfoss encourages a culture of collaboration and knowledge-sharing, with regular team meetings, training sessions, and cross-functional projects to improve overall performance.

Company Website: Danfoss

📝 Enhancement Note: Danfoss' large size and global presence offer Technical Support Specialists the opportunity to work on a wide range of cases, collaborate with diverse teams, and develop their skills in a dynamic, innovative environment.

📈 Career & Growth Analysis

Technical Support Specialist Career Level: This role is typically an entry-level to mid-level position within the technical support career path. Technical Support Specialists are responsible for handling customer inquiries, troubleshooting technical issues, and collaborating with internal teams to resolve complex cases.

Reporting Structure: Technical Support Specialists report directly to the NAM Technical Support Manager and work closely with 2nd Level support and external service partners.

Technical Impact: Technical Support Specialists play a critical role in ensuring customer satisfaction and maintaining Danfoss' reputation for high-quality products and exceptional customer service. Their work directly impacts the company's customer retention rates, brand image, and overall business success.

Growth Opportunities:

Technical Specialization: Technical Support Specialists can develop expertise in specific product lines or technical areas, becoming go-to resources for complex cases and mentoring new team members.
Team Leadership: With experience and strong performance, Technical Support Specialists may have the opportunity to move into team leadership roles, managing a team of Technical Support Specialists and driving team performance and development.
Cross-functional Roles: Technical Support Specialists may also have the opportunity to transition into cross-functional roles, such as product management, training and development, or quality assurance, leveraging their technical expertise and customer focus to drive continuous improvement.

📝 Enhancement Note: Danfoss' large size and diverse product portfolio offer Technical Support Specialists numerous opportunities for career growth, specialization, and development within the technical support field and beyond.

🌐 Work Environment

Office Type: Danfoss' Osasco office is a modern, collaborative workspace designed to facilitate team interaction and knowledge-sharing. The office features state-of-the-art technology, comfortable workspaces, and dedicated meeting rooms for team discussions and training sessions.

Office Location(s): Danfoss' Osasco office is located in the heart of the city, with easy access to public transportation and nearby amenities. The office is also easily accessible by car, with ample parking available.

Workspace Context:

Collaboration: The open-plan workspace encourages team interaction and collaboration, with dedicated areas for team meetings, brainstorming sessions, and informal discussions.
Technology: Each workstation is equipped with modern technology, including high-performance computers, multiple monitors, and specialized software for technical support and ticket management.
Training and Development: Danfoss offers regular training and development opportunities, including workshops, webinars, and online courses to help Technical Support Specialists enhance their skills and advance their careers.

Work Schedule: The standard workweek is 40 hours, with the possibility of working overtime as required. The role may involve working on a rotational schedule to cover the 24/7 after-hours emergency phone line.

📝 Enhancement Note: Danfoss' modern, collaborative workspace and commitment to employee development create an ideal environment for Technical Support Specialists to grow both personally and professionally.

📄 Application & Technical Interview Process

Interview Process:

Phone Screening: A brief phone or video call to assess communication skills, technical background, and cultural fit.
Technical Assessment: A hands-on assessment of the candidate's technical skills, including troubleshooting exercises, product knowledge quizzes, and customer service scenarios.
Behavioral Interview: A structured interview focused on the candidate's problem-solving skills, customer focus, and ability to work effectively in a fast-paced environment.
Final Interview: A meeting with the hiring manager or a panel of stakeholders to discuss the candidate's fit for the role, team dynamics, and career growth opportunities.

Portfolio Review Tips:

Highlight previous technical support cases or projects that demonstrate strong problem-solving skills, customer focus, and attention to detail.
Include any relevant certifications or training courses that showcase the candidate's commitment to professional development and continuous learning.
Tailor the portfolio to the specific requirements of the Danfoss Drives product line and the Technical Support Specialist role.

Technical Challenge Preparation:

Brush up on Danfoss Drives products, features, and common troubleshooting scenarios.
Familiarize yourself with the ticket management system and customer service best practices.
Practice troubleshooting exercises and customer service scenarios to build confidence and demonstrate your skills under pressure.

ATS Keywords: (Organized by category)

Technical Skills: Electrical schematics, electrical test equipment, troubleshooting, programming, drive setups, customer service, after-sales support, repair procedures, technical assessment, problem-solving, team collaboration, bilingual communication.
Industry Terms: Drives, Power Electronics, Automation, HVAC, refrigeration, customer service, technical support, ticket management, CRM software.

📝 Enhancement Note: Danfoss' interview process is designed to assess the candidate's technical skills, problem-solving abilities, and cultural fit. By preparing thoroughly and tailoring your application materials to the specific requirements of the role, you can increase your chances of success in the interview process.

🛠 Technology Stack & Web Infrastructure

Ticket Management System: Danfoss utilizes a ticket management system to track and resolve customer inquiries, ensuring that each case is handled promptly and effectively. Familiarity with similar systems is a plus.

CRM Software: Danfoss uses customer relationship management software to maintain customer records, track interactions, and manage sales opportunities. Experience with CRM software is a plus.

Electrical Test Equipment: Technical Support Specialists are expected to be proficient in using standard electrical test equipment, such as multimeters and oscilloscopes, to diagnose and resolve technical issues.

📝 Enhancement Note: While the Technical Support Specialist role does not require extensive knowledge of web technologies, familiarity with ticket management systems, CRM software, and electrical test equipment is essential for success in the role.

👥 Team Culture & Values

Danfoss Values:

Customer Focus: Danfoss prioritizes customer satisfaction and strives to exceed customer expectations in every interaction.
Continuous Improvement: Danfoss encourages a culture of continuous learning and improvement, with a strong focus on process optimization and employee development.
Collaboration: Danfoss fosters a collaborative work environment, with a strong emphasis on teamwork, knowledge-sharing, and cross-functional collaboration.
Sustainability: Danfoss is committed to sustainable business practices and the development of innovative solutions that drive energy efficiency and reduce environmental impact.

Collaboration Style:

Cross-functional Integration: Danfoss encourages collaboration between technical support, product development, marketing, and sales teams to ensure that customer feedback is incorporated into product design, development, and improvement processes.
Code Review Culture: Danfoss fosters a culture of knowledge-sharing and continuous learning, with regular team meetings, training sessions, and cross-functional projects to improve overall performance.
Mentoring and Coaching: Danfoss offers mentoring and coaching opportunities to help Technical Support Specialists develop their skills, advance their careers, and contribute to the company's success.

📝 Enhancement Note: Danfoss' strong focus on customer satisfaction, continuous improvement, and collaboration creates an ideal environment for Technical Support Specialists to grow both personally and professionally.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Product Knowledge: Technical Support Specialists must develop a deep understanding of Danfoss Drives products, features, and common troubleshooting scenarios to provide accurate and efficient support to customers.
Customer Expectations: Technical Support Specialists must manage customer expectations effectively, balancing the need for prompt resolution with the complexity of technical issues and the constraints of available resources.
Workload Management: Technical Support Specialists must prioritize their workload effectively, balancing multiple cases simultaneously and ensuring that each customer receives timely and appropriate support.
Emergency Response: Technical Support Specialists must be prepared to respond to emergency situations, working on a rotational schedule to cover the 24/7 after-hours emergency phone line.

Learning & Development Opportunities:

Product Training: Danfoss offers regular product training sessions to help Technical Support Specialists stay up-to-date with the latest product developments, features, and troubleshooting techniques.
Customer Service Training: Danfoss provides customer service training to help Technical Support Specialists develop their communication skills, problem-solving abilities, and customer focus.
Leadership Development: Danfoss offers leadership development opportunities, including workshops, webinars, and mentoring programs, to help Technical Support Specialists advance their careers and take on greater responsibilities within the organization.

📝 Enhancement Note: Danfoss' commitment to continuous learning and improvement creates numerous opportunities for Technical Support Specialists to develop their skills, advance their careers, and contribute to the company's success.

💡 Interview Preparation

Technical Questions:

Product Knowledge: Be prepared to discuss Danfoss Drives products, features, and common troubleshooting scenarios in detail. Demonstrate your understanding of the company's product portfolio and your ability to apply this knowledge to real-world customer support situations.
Troubleshooting Scenarios: Practice troubleshooting exercises and customer service scenarios to build confidence and demonstrate your skills under pressure. Be prepared to walk the interviewer through your problem-solving process and explain your reasoning for each step.
Customer Service Principles: Familiarize yourself with customer service best practices and be prepared to discuss your approach to customer interactions, problem-solving, and conflict resolution.

Company & Culture Questions:

Company Culture: Research Danfoss' company culture, values, and commitment to sustainability. Be prepared to discuss how these aspects align with your personal values and career goals.
Team Dynamics: Familiarize yourself with the Technical Support team structure and dynamics. Be prepared to discuss your approach to teamwork, collaboration, and knowledge-sharing in a fast-paced, high-performing environment.
Career Growth: Be prepared to discuss your long-term career goals and how the Technical Support Specialist role can contribute to your professional development and growth within the organization.

Portfolio Presentation Strategy:

Customer Success Stories: Highlight previous technical support cases or projects that demonstrate strong problem-solving skills, customer focus, and attention to detail. Include any relevant certifications or training courses that showcase your commitment to professional development and continuous learning.
Product Knowledge: Tailor your portfolio to the specific requirements of the Danfoss Drives product line and the Technical Support Specialist role. Be prepared to discuss your understanding of the company's product portfolio and your ability to apply this knowledge to real-world customer support situations.
Customer Service Principles: Demonstrate your understanding of customer service best practices and your ability to apply these principles to real-world customer interactions, problem-solving, and conflict resolution.

📝 Enhancement Note: By preparing thoroughly and tailoring your application materials to the specific requirements of the Danfoss Drives Technical Support Specialist role, you can increase your chances of success in the interview process and secure a rewarding career opportunity with a global leader in sustainable energy and climate solutions.

📌 Application Steps

To apply for this Technical Support Specialist position at Danfoss:

Submit your application through the application link provided.
Tailor your resume to highlight your relevant technical support experience, skills, and achievements, emphasizing your problem-solving skills, customer focus, and attention to detail.
Prepare a portfolio of previous technical support cases or projects, demonstrating your ability to diagnose and resolve technical issues, manage customer expectations, and collaborate effectively with internal teams.
Research Danfoss' company culture, values, and commitment to sustainability, and be prepared to discuss how these aspects align with your personal values and career goals.
Practice troubleshooting exercises and customer service scenarios to build confidence and demonstrate your skills under pressure, and be prepared to walk the interviewer through your problem-solving process and explain your reasoning for each step.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Specialist