Eaton’s Digital Office is currently seeking a Manager-Software Technical Support to join our team. This position can be based at our Beachwood, OH, Moon Township, PA or Raleigh, NC sites.  Remote home office will also be considered.

 

Position Overview:

 

The Manager-Software Technical Support develops, maintains, and governs all aspects of the Eaton Digital Solutions Technical Support processes to ensure that customer-facing technical support is a differentiator for Eaton in our markets.  The focus of this role is to drive standardization among our level-one through level-four technical support teams and to oversee ongoing operational excellence through governance and operating review routines.  The technical support process owner will also work with our digital solution product owners to tailor our premier support offerings according to our customers’ needs.

 

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 and every day. It’s where bold, bright professionals like you can reach your full potential—and where you can help us reach ours.

 

In this function you will:

Define, standardize, and deploy the Software Technical Support processes including:

• Work with regional customer service centers to standardize Level 1 and Level 2 operational procedures for handling customer request and issues.
• Work with product owners on the definition of service level objectives and agreements for response, resolution and closure of customer requests and issues.
• Define and document standard support workflows and escalation criteria for Critical Incident management, including communication and resolution protocols and procedures.
• Work with L1-4 support team leadership, product owners, and software R&D team to create and maintain associated documentation including process flows and procedures
• Standardize and conduct technical support onboarding process for digital product launches
• Execute onboarding projects during digital product development (including ProLaunch NPI work packages) in coordination with L1-L4 support team leadership, digital product owners, and ProLaunch NPI project managers.
• Maintain ProLaunch new product introduction(NPI) collateral (templates, guides, activity matrix entries) related to technical support.

Drive performance management:

• Establish standard service level and operation metrics and reporting.
• Conduct regular operating reviews with L1-4 support leadership (customer support, software R&D, product support, IT, etc.), third party partners/providers, and product ownersand overall support performance management. 
• Follow up on aging tickets and any delays in the closure of incident and request records.
• Work with DevSecOps team and Software R&D DevOps resources to ensure closed-loop feedback and resolution of product defects, including ongoing performance management (MTTD, MTTR, etc.), root-cause analysis, and continuous improvement.

Ensure operational continuity:

• Drive the creation and documentation of service recovery procedures and plans
• Work with stakeholders to create test, and regularly review service recovery plans
• Respond to service recovery notifications and assess criticality of outage/interruption events to determine actual or potential impact as well as pertinent remediation actions; work with technical support leaders to oversee and track recovery efforts to completion
• Enable premiere support monetization: align with digital product owners and technical account managers on the definition of premium support services and ensure the deployment of necessary support processes within the L1-L4 support organizations to ensure appropriate service delivery.

 

When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger.

Qualifications

Required (Basic) Qualifications:

• Bachelors Degree from an accredited institution
• Minimum of 10 years experience to include IoT Infrastructure in Cloud and Hybrid environments.
• Working experience with ITIL and/or Agile/DevOps processes
• Working experience with service recovery and disaster recovery concepts
• Must be able to work in the United States without corporate sponsorship now and within the future
• No relocation benefit is being offered for this position.  Only candidates within a 50-mile radius of Beachwood, OH, Moon Township, PA or Raleigh, NC will be considered. Remote Home office will be considered for candidates outside of these areas. Active Duty Military Service member candidates are exempt from the geographical area limitation.

Preferred qualifications:

• Strong ability to lead cross-functional teams, influence peer technical support leaders, and hold self and others accountable to service operations performance outcomes
• Excellent business and analytical skill for complex problem solving, demonstrated ability to understand business problems and to use analytical skills to research and resolve.
• Experience interfacing with all levels of digital office, IT, and business management professionals

 

Position Criteria:

• Ability to travel up to 10%
• Ability to communicate effectively with both business and technical stakeholders.
• Demonstrated proficiency in meeting facilitation.
• Strong organizational skills and proven ability to prioritize and multitask.
• Excellent analysis and documentation sills.
• Excellent communication (English oral and written) and presentation skills.
• Excellent interpersonal relationship building and team work skills.
• Demonstrated ability to work under pressure and meet deadlines.
• Ability to critically assess information for relevance, accuracy and feasibility.
• Strong ability to lead cross functional teams, influence peer technical support leaders, and hold self and others accountable to service operations performance outcomes

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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.

 

Eaton provides a competitive total rewards package commensurate with applicable skills, knowledge, and experience and consistent with internal and external market practices.   The annual salary range for this role is $114,000-156,750 a year.

• Additional Compensation: Target 18% Variable Pay for Performance Annual Bonus

At Eaton, we know that good benefit plans are important to employees and their families.  In addition to a competitive base salary, Eaton provides various Health and Welfare benefits as well as Retirement benefits.  Click here for more detail: Eaton Benefits at a Glance. 

 

 

#LI-AM1

We make what matters work. Everywhere you look—from the technology and machinery that surrounds us, to the critical services and infrastructure that we depend on every day—you’ll find one thing in common. It all relies on power. That’s why Eaton is dedicated to improving people’s lives and the environment with power management technologies that are more reliable, efficient, safe and sustainable. Because this is what matters.

We are confident we can deliver on this promise because of the attributes that our employees embody. We’re ethical, passionate, accountable, efficient, transparent and we’re committed to learning. These values enable us to tackle some of the toughest challenges on the planet, never losing sight of what matters.

Job: Engineering

Region: North America – US/Puerto Rico
Organization: Corporate Sector

Job Level: Manager
Schedule: Full-time
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: Yes
Does this position offer relocation?: No
Travel: Yes, 10 % of the Time