Eaton’s Critical Power and Digital Infrastructure Division is currently seeking a Regional Tech Support Lead (Software and Monitoring Technical Support) to join our service team. This position is based at our Raleigh, NC facility with the potential for remote work. The Regional Technical Support Lead is responsible for providing timely solutions to all customer and/or field staff, support technical inquiries as well as provide field services escalated technical support, coordination of daily team schedules and facilitate technical team meetings/conference calls. This role is responsible for customer escalations on technical customer field issues and may require customer site visits both domestic and international to resolve customer issues and after hour support when necessary 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 role, you will: Manage phone and email requests daily at a high tier level, from both customer/end-user and Customer Service Engineers (CSE); requests are “post-sales” including but not limited to Uninterruptible Power Supplies (UPS) software/connectivity. Be required to log into phone system, and document all such calls in Oracle/SiT! Knowledge Database, SharePoint and other Data Repositories and follow escalations procedures when applicable. Identify opportunities for improvement of field procedures and related service manual content and report these to the Manager of Technical Support Assist in the delivery of customer feature requests as directed by the Manager of Technical Support Provide feedback on product issues, resolutions discovered or unresolved issues Work with IFSEs/CSEs and customers on startup and configurations of software and connectivity services. Proactively communicate with both internal and external customers regarding software and connectivity service support inquiries and assist with setup of services Work with 3rd Party Vendors and engineering for developing Software and Connectivity solutions as assigned by the Manager of Technical Support. Maintain Oracle/SiT! ticket information on creating, updating, and closing out tickets and assists with improving workflow process. Assume the role of technical leader during customer escalations and managing issues. Serve as the highest escalation point in the Software and Monitoring team for troubleshooting and technical expertise. Participate in the delivery of field services, approximately 40% the time, mentoring Customer Service Engineers and Field/Site escalations both Domestic and Internationally. Maintain team and training processes to ensure up to date information Coordinate site testing plans to identify root cause of technical problems Identify opportunities for improvement of field procedures, and related service manual content Coordinate daily team schedules and facilities technical team meetings/conference calls 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 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. Qualifications Required (Basic) Qualifications: Bachelor’s degree from an accredited university in an engineering, computer science or technology field Minimum of 8 years of software/connectivity support experience Must be legally authorized to work in the United States without company sponsorship Preferred Qualifications: 1 year leader of people experience Knowledge of fundamentals of Uninterruptable Power Systems (UPS) and Power Distribution Units operation Understanding of network concepts and troubleshooting techniques (Domain, LDAP/Active Directory, SMP Server, NMS/BMS, Routers, Switches, Firewalls, etc.) Position Success Criteria: Advanced Software, Connectivity, Monitoring knowledge Strong technical, organizational, and interpersonal skills Strong customer focus & commitment to providing world class customer support Ability to multi-task within different software/hardware environments Ability to work with a sense of urgency Ability to comply with on-call status and shift work Intermediate Fundamentals of 1P/3P UPS This position is subject to customer site entry requirements which include the requirement to be fully vaccinated for COVID-19. The candidate(s) hired under this posting must provide evidence of full vaccination as defined by CDC guidelines, or request a medical, pregnancy or religious accommodation exempting them from the requirement. Vaccination status will not be verified until after an offer of employment is provided, and candidates may also request a medical, pregnancy or religious accommodation at that time. 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 412-893-3600 or send an email to: AccommodationsForApplying@Eaton.com 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: Engineering Region: North America – US/Puerto Rico Organization: CPDI CPS Critical Power Solutions Division Job Level: Individual Contributor 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