If you desire to be part of something special, to be part of a winning team, to be part of a fun team – winning is fun. We are looking forward to a Deputy Manager - Customer Services & Technical Support in Eaton’s Sales and Marketing Center, based in Pune, India. In Eaton, making our work exciting, engaging, and meaningful; ensuring safety, health, wellness; and being a model of inclusion & diversity are already embedded in who we are - it’s in our values, part of our vision, and our clearly defined aspirational goals. The role will be responsible for maintaining, developing, and improving current Order Management capabilities within the group for the Electricals, Filtration and Vehicle Business. It will ensure deployment of consistent work practices across teams. Provide actionable intelligence around opportunities within the transaction group. Develop and mentor team members on current processes and updates. The incumbent will be part of Electrical Customer Support Pune team and work in tandem with the local and the US/EMEA leadership team to provide support on daily/weekly/monthly metrics and its review for gap assessment and closure, gain thorough understanding of the Electrical order management processes and bring in improvements. The role will also be responsible for managing the Business Process Transitions, escalation management and creating business capabilities through people, processes and system. This exciting role offers opportunity to: Lead a team of 12-17 CSR’s working on Order Entry / Order Management activities for US sites. Coordinate with the Sites/ Business partners for smooth achievement of the SLA’s and any Adhoc activities received from time to time. Level loads customer accounts to maintain appropriate balance within the team; manages customer contracts; provides back-up decision making and back-up team support. Leads, develops, mentors team members and manages the performance review process. Tracks team member performance, leads and coaches employees, and completes the performance reviews on a bi-annual basis. Leads, motivates and develops a team to meet expected goals and timely deliverables as defined by the Electrical Division LT team. Ensure the team adheres to Eaton’s values & philosophies, policies, defined processes and business practices and procedures. Provides resources to support and drive Quality Audit process and Quality of Service project deliverables. Facilitates formulation and communication of action plans to address challenges and inform team and customers of opportunities for improvement. Ensures all functional areas have accurate, timely information. Acts as liaison between external customers, Operations, Sales, Marketing, Finance and Customer Support, ensuring positive two-way communication of priorities, issues and concerns. Promotes customer satisfaction and achieves cycle time reduction through team-based problem solving. Work on daily/weekly metrics to evaluate team performance and ensure the team meets expected utilization levels. Additionally, ensure appropriate backup planning to manage absenteeism and contingencies. Coach and develop team members for building Organizational capability and create second in line leadership team ready to take higher responsibilities. Grow the existing business by exploring and adding existing/new activities. Having a good understanding of the market and technologies to develop the team for future skills. Qualifications Any Graduate/Postgraduate, Degree in Business Administration/Operations Management preferred. Minimum 8-10 years of experience in Customer Service. Understanding of the Performance Management and Job Allocation techniques. To be high on MS office (Specially Excel and ppt) to work on data under extreme pressure. Demonstrates Collaborative Style of Leadership and cross-cultural collaboration. Strong analytical and problem-solving skills. Exposure to managing business transitions and effective knowledge transfers. Exposure to TQM Techniques e.g: 5S, Kaizen, Lean, Basic six sigma, Operational Excellence. Possesses excellent written and verbal English communication and presentation skills. Preferred to be proficient in Autodesk/AutoCAD, 2D/3D Modelling. Ability to identify underlying opportunities and build on lasting solutions. Comfortable with facilitating, managing and driving change. Organization and time management skills. Mathematical skills Reasoning ability Problem Solving Skills Out-of-the-box thinking Ability to quickly adapt to change and successfully manage urgent/high and multiple priorities. Yes! Because you are the one we are looking for, we hope to hear from you now! #LI - KB1 What you will get from us 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. Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each day. It’s where bold, bright professionals like you can reach your full potential—and where you can help us reach ours. Eaton’s 2020 revenues were $17.9 billion, and we sell products to customers in more than 175 countries. We have approximately 85,000 employees. We make work exciting, engaging and meaningful for our employees through our dedication to tackling some of the toughest power management challenges on the planet and by never losing sight of what matters. Our culture is built on a strong commitment to practicing our core values and supporting our employees with the tools they need to succeed. We pledge to always foster a diverse and inclusive environment, including inclusion resource groups that bring together employees who share a common purpose, interest or background. In the past year, our company has received top employment recognition by the Human Rights Campaign and almost fifty percent of our Board of Directors represented diverse groups. When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger. We have demonstrated our passion for sustainability with the recent announcement of cutting carbon emissions from the company’s operations by at least 50 percent by 2030. We are ethical, passionate, accountable, efficient, transparent and committed to learning. We are confident we can deliver on our promise to improve the quality of life and the environment because of the attributes that our employees embody. We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law. Job: Sales Region: Asia Pacific Organization: Corporate Sector Job Level: Team Leader/Supervisor Schedule: Full-time Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: No Does this position offer relocation?: Relocation from within hiring country only Travel: No