Eaton’s Marketing Commercial Operations Division is currently seeking a Power Systems Customer Support Manager to join our team. This position is based at our Waukesha, Wisconsin location. If residing outside of a 50 mile radius of Waukesha, relocation will be offered. Position Overview: The primary function of the Customer Support Manager is to provide strategic direction and manage day-ton-day functions of the EatonCare Service Center located in Waukesha, Wisconsin. This includes working closely with the Power Systems’ product teams and leadership, key customer accounts, sales agents/representatives, and selective alternative channel partners. 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: Implement Commercial, Industrial, OEM, Utility and Energy Automation (Brightlayer) customer sales and support strategies, while driving the organization toward achieving world-class customer service levels. Develop strong relationships with EatonCare, Business Unit and Field Sales Leadership which will result in understanding their overall strategy and goals while aligning the customer support strategy to help achieve those goals. Manage the EatonCare leadership and customer support teams which consists of Team Leads, Supervisors, Inside Sales Representatives, Order Service Specialists, Business Analysts, Project Managers, and any new functions added via expansion. Drive process improvements and standardization through facilitation of OPEX initiatives and incorporating the utilization of web/electronic technology, for pre- and post- order sales support functions. This will require direct engagement with the technical and commercial support functions with the appropriate product line marketing and manufacturing facilities. Responsible for driving overall productivity within the group by utilizing electronic tools, standardizing business processes to support efficient and profitable business growth and performance metric achievements. Attract, hire, develop, and retain top quality Supervisors, Team Leaders, Inside Sales Representatives, Order Service Specialist, Business Analysts, Project Managers, and technical resources who excel at providing customer value through the execution of processes, commercial savvy, and effective relationship building with customers. Lead Building Organizational Capability within the EatonCare Customer Support Team as well as maintain a culture of high performance, employee engagement and increased customer loyalty. Drive and identify positive customer service behaviors including support of the Voice of Customer survey responses, Customer Experience Essentials, the EatonCare Fundamentals, and the Service Recovery. Serve on appropriate teams and projects to enhance organizational performance, increase communication between internal and external customers, drive business results and digital transformation that will result in increased employee performance and positive customer experiences. Present to executive leadership in Sales, MCO, and PSD. Persuade people to take into account customer needs and help to drive VOC metrics. Why work at Eaton? We provide benefits that are industry competitive and focused on employee well-being. Listed below are programs that are offered globally, but program availabilities may vary by site. Flexible work options to help balance work/life demands (at participating Eaton sites) Healthcare/retirement savings programs Competitive compensation packages to reward skills and performance Tuition assistance or financial help for ongoing learning and development Health, Dental, Vision & Wellness programs Donation matching (U.S., Canada, Puerto Rico) 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: Bachelor’s degree from accredited institution Minimum 5 years of relevant experience (Customer service, inside sales, proposal support, operations, marketing/sales) environment. Sponsorship is not available. Candidates must be legally authorized to work in the U.S. on an ongoing basis without requiring company sponsorship. Preferred qualifications: Business or Engineering related degree. 3 years customer support or interaction experience Experience with SAP enterprise software Experience with Microsoft Office Electrical industry, manufacturing or distribution background Position Criteria: Strong knowledge of customer service, customer relations and employee development Strong interpersonal and communication skills and the ability to effectively interact with both internal and external customers at various levels and through various mediums Commercial experience working in marketing/sales and manufacturing environment Ability to prioritize and execute multiple tasks in an efficient manner and to work on multiple projects simultaneously and independently. Proven skills in driving strategy, process improvement, standardization and project implementation Eaton considers qualified applicants regardless of criminal histories, consistent with local laws. To request a disability-related reasonable accommodation to assist you in your job search, application or interview process, please call us at 412-893-3600 to discuss your specific need. Only accommodation requests will be accepted by this phone number. All other inquiries related to your job search will not be supported by this phone number. 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: North America – US/Puerto Rico Organization: MCO Marketing Commercial Operations 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