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 an Operation Manager- 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 technical 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. Lead a team of 12-17 Engineers working on Pre-sales/Post-sales technical support, Product support, Estimation, Drawing packages, Operations & Maintenance Manuals, User manuals, etc. Coordinate with the Sites/ Business partners for smooth achievement of the SLA’s and any Value add/Strategic activities received from time to time. Level load customer accounts to maintain appropriate balance within the team; manages customer relationship; 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. Should be well versed with the RCA methodologies and tools. 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 Education level required - Engineering Graduate/Postgraduate Years and area of experience required - Minimum 8-10 years of experience in Customer Service/Production/Maintenance/Operations. Minimum 2 years’ experience in people management Understanding of the Performance Management and Job Allocation techniques To be highly competent in MS office (Especially Excel and PowerPoint) to work on huge data with precision. Should be able to analyze the data. 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. Soft skills 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. Business development skills People management Good communication skills 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: Sales Region: Asia Pacific 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?: No Does this position offer relocation?: Relocation from within hiring country only Travel: No