What you’ll do:

Job Summary

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.

Responsible for interfacing with local sales colleagues, field service engineers, end customers, 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. The Team Leader needs to take active lead in Business Partner communications, team activity coordination, reporting, train the new joiners or other colleagues, advising colleagues on daily challenges and being a driver for project related team activities.

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."

Job Responsibilities

• Leadership and development of 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.)

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

• Direct and active 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."

Include the most important skills and qualities an applicant needs to have. Only list the essential requirements an applicant must have in order to be successful in the role.

Qualifications:

Education level required

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

Years and area of experience required

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

Skills:

Technical knowledge

• 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) "

Soft skills

• People management skills

• Analytic mindset, drive for results and collaborative style

• Excellent Communication and Interpersonal Skills (Written and Verbal)

• 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 and driving change and process improvements"

Languages

• Fluent English is must + French would be highly preferred or German or Italian