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Eaton’s Electrical Engineering Systems and Solutions division is currently seeking a Enhanced Support Lead Engineer.

The primary function of the Enhanced Support Lead Engineer is to create value for the customer and Eaton by acting as a champion on behalf of specific customers. This position advocates proactively for customers to support strategic accounts, meet overall customer satisfaction goals, assist in driving revenue, resolve difficult technical issues and help reduce overall support volume. By providing more satisfying service and increasing time spent where there is more customer value, this role directly improves our customer centric focus and helps with targeted quality assurance.

This position offers a HYBRID work schedule at our Plymouth MN Eaton location.

The expected annual salary range for this role is $91500.03 - $134200.04 a year.

Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.

What you’ll do:

You will manage technical support and service relationships with key customers, either paying for Enhanced Support or identified by management. As the primary contact, you will establish regular communication, act proactively, and become the subject matter expert on their specific environments. You will lead cross-functional initiatives to solve customer problems and negotiate resources and priorities. Additionally, you will interface with customer personnel across various levels to resolve technical and commercial issues.

Collaboration with the Project Deployment team is essential to help customers transition from deployment projects to ongoing support. You will address training gaps, improve customer-specific documentation, and conduct annual reviews with assigned customers. Participation in

strategic internal reviews and creating periodic status reports for customers and stakeholders are key responsibilities.

Leveraging customer relationships to forecast needs and provide Voice of the Customer (VOC) feedback to Eaton is crucial. You will lead continuous improvement actions, champion support tickets and RMAs, and take ownership of support tickets as necessary. Upgrading processes, deploying new initiatives, and recommending solutions based on analysis and trends are part of the role. Additionally, you will train and mentor staff to achieve greater customer satisfaction, maintain knowledge of competitive market factors, and leverage Eaton Corporation’s advantages. Finally, you will help manage the Net Promoter Score (NPS) processes.

What will make you successful:

A highly experienced professional with a strong background in electric utility grid technology projects and business processes will excel in this role. The ideal candidate will have extensive experience with Eaton’s CYME, Yukon, and IMS software product lines, as well as their AMI, Demand Response, Distribution Automation, and Substation Automation hardware lines. Proficiency in communications hardware, firmware, and enterprise software systems is essential. Additionally, the candidate should be adept at using customer relationship management (CRM) platforms or similar applications and have participated in well-known service management practices such as DevOps and ITIL. A Project Management Professional Certification is preferred.

The successful candidate will have a proven track record of demonstrating teamwork, time management, customer service skills, and the ability to multitask in an interrupt-based environment. They must be capable of presenting information persuasively and professionally, and diplomatically asserting the leadership role required. The candidate should demonstrate the ability to take ownership of assignments and prioritize customer satisfaction. They will be responsible for planning and executing presentations on specific products and services to both internal and external customers to gain recognition and acceptance. Consistent demonstration of effective planning, leadership, and communication of results is essential.

Qualifications:

Basic Required Qualifications:

• Bachelor’s Degree from an accredited institution.

• Minimum of three (3) years of direct customer-facing account support or experience managing external and internal Customer projects.

• Ability to travel up to 25%.

• All candidates being considered must currently live within a 50-mile radius of the Plymouth, MN Eaton facility. Active-Duty Military Service member candidates are exempt from the geographical area limitation.

• Must be legally authorized to work in the United States without corporate sponsorship now and in the future.

Preferred Qualifications:

• Bachelor’s degree in a technical discipline such as Electrical Engineering, Computer Engineering, Computer Science or Information Technology, from an accredited institution.

• Five (5) or more years of direct customer-facing account support or experience managing external and internal Customer projects.

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We know that good benefit programs are important to employees and their families. Eaton provides various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work. Click here (https://www.eaton.com/content/dam/eaton/company/careers/US%20Benefits%20updated%2010.24.22.pdf) for more detail: Eaton Benefits Overview. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.