Job Summary Responsible for driving continual improvement in overall operations performance through the customer support function at the customer support center of excellence. This position must also work closely with support management in the various Eaton Care support locations and will have functional reporting to Analytics & Sales Excellence Director in USA for Electrical and Industrial Sector. Job Responsibilities Design and improve process flows, working manuals, training manuals, user handbooks as well as related tools and templates for each service offerings. Create, track and assess standards, metrics, processes and systems on regular basis in order to monitoring performance and identify the improvement areas . Consolidate and develop OPEX training modules for service center agents to build up competency in the team. Lead regular operational process / service levels audits and reviews with the Customer Service team to ensure compliance and delivery quality 5.- Conduct the OPEX & Quality best practice sharing and knowledge management for Customer Service Assume full responsibility of interrelated functions or activities and provide assistance to staff in order to develop solutions for problems. Assist in training and development of employees as assigned, in order to provide optimum service to customers (internal and external). Additionally, maintain role as mentor to other team members. Assemble, verify and analyze the results of others, prepare reports and present findings. Investigate and develop understanding of new processes and be able to assess these from a broad perspective in terms of the impact of the total business. Participate in and exert leadership in local and divisional committees, teams, and councils that function to improve current business practices. Train & Certificate Managers as Green Belt in USA and Mexico Support the implementation of Improvement Projects with 170 team members Lead the implementation of high impact project in US and Mexico for Power Systems, Avery Creek, TRC, OEM and Global teams Act as a functional manager for Project Mgmt Administrator & Inside Sales Representative in USA Facilitate RIE events in Avery Creek and Waukesha Lead a team of 5 (OPEX & Master Data) Support the OPEX & Quality best practice sharing and knowledge management for the Power Systems & Avery Creek team in US Qualifications Qualifications Education level required: Bachelor’s Degree in business or engineering from an accredited institution required. Black Belt Certification. Years and area of experience required: Minimum 5 years’ work experience in supporting customer service operations and process improvement experience in an shared services/business process outsourcing organization. Technical knowledge: Experience with SAP and/or Vista Experience with Power BI Advanced Excel knowledge - Macros Experience with Microsoft Office Strong customer service ethos with a track record of process improvement Soft skills: Drive for results Makes Decisions & Solves Problems Demonstrates a Collaborative Style Promotes and Champions Change Business Acumen Pursues personal development Strong work ethic, flexibility, and a desire to actively contribute to the group’s successTeam player Fluent verbal and concise written, communication skills for successful performance of position. Strong analytical skills, logical thinking and process oriented Eaton is an intelligent power management company dedicated to improving the quality of life and protecting the environment for people everywhere. We are guided by our commitment to do business right, to operate sustainably and to help our customers manage power ─ today and well into the future. By capitalizing on the global growth trends of electrification and digitalization, we’re accelerating the planet’s transition to renewable energy, helping to solve the world’s most urgent power management challenges, and doing what’s best for our stakeholders and all of society. Founded in 1911, Eaton has been listed on the NYSE for nearly a century. We reported revenues of $19.6 billion in 2021 and serve customers in more than 170 countries. 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 have demonstrated our passion for sustainability with the announcement of cutting carbon emissions from the company’s operations by at least 50 percent by 2030. Eaton is committed to having a workforce that is diverse and non-discriminatory at all levels, reflecting the diversity of our customers and the varied environments in which we conduct business around the world. Our success depends on our ability to attract and retain the very best people unlimited by race, color, social or economic status, religion, national origin, marital status, age, disability, veteran status, sexual orientation, gender identity or any protected status. Eaton follows relevant non-discrimination laws and regulations in the countries where we operate. It is the policy of the Company to make all decisions regarding employment, including hiring, compensation, training, promotions, transfers, or lay-offs, based on the principle of equal employment opportunity as defined above. Job: Operational Excellence Region: Latin America 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 – Hybrid Does this position offer relocation?: Relocation from within hiring country only Travel: Yes, 10 % of the Time