Easter Seals Jobs

Do you want to work for a global company where promoting gender equality is central to our vision of creating a truly diverse and inclusive business? Where everyone matters, and everyone belongs? Join us and help us provide energy-efficient solutions that make a real impact. We make what matters work. To find out more about us check: https://www.youtube.com/watch?v=baa_aiJ4L7E

What you’ll do:

The Team Leader is responsible for managing operations and activities within the Technical Support team for a defined Product Division, Country or Sales Zone. The primary function is to manage the team for L1 and L2 technical support (pre-sales and/or after sales, including troubleshooting by acting as a primary point of contact on several channels: telephone, e-mail, web ticket, and chat) for EATON Electrical division. We need a professional to:

• Be responsible for interfacing with local sales colleagues, field service engineers, end customers, electrical installers, system integrators, wholesalers and distributors and/or sales or service representative when necessary to handle a variety of pre-sales or post-sales technical support functions. This scope includes drive execution and process improvements for the support functions in scope, including customized technical solution for contracted customers.

• Participate in strategical decisions about process improvements, tools deployment (ticketing systems, Case management and CRM) and contribute to increase the customer satisfaction and the technical knowledge within the team. Provides individual contribution in process documentation and knowledge sharing sessions.

• Manage the direct reports in the team (carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans, support team members by coaching and training activities, conduct the performance evaluation, regular quarterly discussions, determination of further training measures, etc.)

• Generate KPI’s related to Technical support Team performance metrics, areas for improvement and allocation of resources.

• Directly and actively involvement in Transition Management, roles and task assignment, implementation of daily/weekly/monthly team reporting activities, operational excellence, and continuous improvements initiatives.

• Manage escalations to resolve technical issues which might involve advanced level and above technical support engineers, such L3, R&D and Product Managers. Drive customer loyalty through quality of service, improved value and through a high-performance culture.

• Support implementation within the team of CRM, ticketing tools and Case management to improve the productivity and standardize operations across all customer experience department.

• Analyze VOC, contribute to secure customer satisfaction, reduce customer effort, and achieve cycle time/cost improvements through team-based problem solving.

Qualifications:

• BSc in Engineering or equivalent Technical Degree (MSC in Electrical or Electronic is an advantage)

• Proven experience (min. 1 year) in technical support or sales supports for electrical products and systems

Skills:

• Good understanding of electrical products and applications (Specific technical knowledge of UPS products is an advantage)

• Familiarity with phone ticketing tools, case management, BI applications, CRM (SAP, Oracle, Salesforce)

• People management skills

• Analytic mindset, drive for results and collaborative style

• Excellent Communication and Interpersonal Skills (written and verbal)

• Ability to build and maintain positive customer relationships through active listening, prompt resolution of problems, and projecting a positive, professional attitude

• Teamwork, networking and continuous learning skills

• Adapting, driving change and process improvements skills

• Fluent in English (French/German/Italian would be highly preferred)

Eaton’s mission is to improve the quality of life and the environment through the use of power management technologies and services. We provide sustainable solutions that help our customers effectively manage electrical, hydraulic, and mechanical power – more safely, more efficiently, and more reliably. Eaton’s 2020 revenues were $17.9 billion, and we sell products to customers in more than 175 countries. We have approximately 92,000 employees. For more information, visit Eaton.com

We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, color, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.

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