Join Eaton, a global leader where equality and inclusivity are at the heart of our mission. Here, everyone is valued and belongs. Be part of a team that delivers cutting-edge, energy-efficient solutions, making a tangible impact on the world. We empower our customers to manage electrical, hydraulic, and mechanical energy more effectively, safely, and sustainably. At Eaton, we're dedicated to enhancing quality of life and protecting the environment with our innovative energy management technologies and services.
What you'll do:
The primary function of this role is to provide advanced technical support and troubleshooting assistance to end-users customers and internal partners, acting as a primary point of contact on several channels: telephone, e-mail, web ticket, etc. for devices in EATON Electrical division. The role would be responsible for interfacing with end customers, wholesalers, distributors, panel builders, designers, logistics, quality department, product management, r&d, manufacturing and/or sales or service representative when necessary to handle a variety of pre-sales or post-sales functions. The Senior Software & Connectivity Support Engineer will act as a first point of escalation for advanced troubleshooting on software cases and is able to provide training on products and processes to team members, end-users, customers, colleagues from the same or different department.
Main Responsibilities:
- Act as a technical specialist for resolving non standard customer requests related to Software & Connectivity via phone/email/webchat etc.
- Provide assistance to software issues which involve L3 and above technical support engineers, R&D and Product Managers.
- Manage administratively the software licenses for the supported regions and help partners/Customer to deploy and use the license.
- Manage incoming requests related to the Remote Monitoring Software project.
- Schedule remote customer meetings to help solve complex software related issues
- Use Eaton's case management tool according to the work instructions
- Learn about Eaton's newest software solution to support our partners on high technical level
- Proactively act as expert team member for customers and partners to carry out and identify solutions to standard and non-standard task/queries.
- Contribute to knowledge sharing sessions and CI initiatives within and outside of team to adapt best practices.
- Contribute to secure customer satisfaction, reduce customer effort and achieve cycle time/cost improvements through team-based problem solving.
- Lead knowledge sharing sessions within and outside of team to adapt best practices. "
Qualifications:- Degree in Engineering or Computer Science (Software/Telecommunications fields would be a plus)
- Minimum 3 years of experience in Software Technical Support/ Engineering/Virtualization
Skills:- Advanced understanding of electrical products and applications
- Advanced Network knowledge and communication protocoles
- Analytical mindset, communication skills, problem-solving
- VMware, Linux, and virtualization experience preferred
What We Offer:- Competitive compensation and benefits package
- Flexible working solutions
- Excellent working environment - safety and ethics are important for us
- Culture & Values - we are more than the products we invent and produce - the way we do business is just as important. At Eaton, our values and culture define who we are - both individually and as an organization - and direct our activities every day
- Learning & Development - we invest in our employees for the long term - not just with salary and benefits, but with ongoing learning and development opportunities, made available through Eaton University
All positions may require participation in video and in-person interviews as part of the hiring process. All candidates will be evaluated based on job-related competencies, and all candidates' privacy rights and data security will be protected in accordance with applicable laws.
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, colour, 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.
