Eaton’s Corporate division is currently seeking a Software Technical Support Implementation Manager to join our team. The Software Technical Support Implementation Manager is responsible for: Developing, maintaining, governing, monitoring and continuously improving all aspects of the Eaton IoT Software Technical Support Processes. This position provides guidance and assistance to users of the processes through such means as user training and coaching as well as through the development of management, operational, exception and trend reporting. This role requires exceptional customer focus, process expertise, and excellent communication, facilitation and presentation skills. This role will be responsible for driving process standardization and operational excellence through over a dozen technical support teams globally. This position will also drive change across multiple functions and with senior levels in the organization. This standardization and operations excellence will be critical for monetizing technical support. In this role 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. Maintains ProLaunch 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 owners to ensure alignment and overall support performance management. Continuous improvement – identify performance strengths and focus areas for process improvement and greater overall efficiency. Follow up on aging tickets and any delays in the closure of incident and request records. Works with DevSecOps team and software R&D devops resoures 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: Enable premier 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. Continuous improvement Analyze current tools and practices and develop recommendations for process and tool standardization; Continually seek ways to improve the process through regular engagement with stakeholder groups and customers, and develop strategies for addressing issues, enhancing service levels, and process improvement, design, redesign Seek stakeholder concurrence and feedback on proposed changes; Oversee implementation and monitor success and effectiveness as changes are implemented. Handle escalations of issues relating to the process. Review and disposition request for process or tool changes; develop requirements, test and validate changes. 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. When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger. At Eaton, 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 $128,000 - $176,000 a year and is eligible for an annual performance-based incentive plan with a target at 21% of base salary. Qualifications Required (Basic) Qualifications: Bachelor's Degree from an accredited institution required. Minimum 10 years’ relevant experience to include a solid understanding of Eaton’s IT environment and infrastructure. Legally authorized to work in the US on an on-going basis without company sponsorship. Position Criteria: Expert knowledge of ITIL Processes. 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 IT professionals and digital leadership team. 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 skills. Excellent communication (English oral and written) and presentation skills. Excellent interpersonal relationship building and teamwork skills. Demonstrated ability to work under pressure and meet deadlines. Ability to critically assess information for relevance, accuracy and feasibility. Strong influencing skills to get buy-in and drive change globally, across multiple functions, and with senior leaders. 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