Eaton’s Critical Power and Digital Infrastructure Division is currently seeking a Software and Connectivity Techical Support (Customer Support Specialist) to join our service team. The Software and Connectivity Tech Support position is responsible for providing timely solutions to all customers and/or field staff. This role will support technical inquiring as well as provide field service escalated technical support and monitoring of customer equipment/sites. The Software and Connectivity Tech will assist on customer installation escalations, troubleshooting, analytical reports reviews, quality reviews, reports maintenance and ensuring timely delivery of services. 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 on a daily basis, from both customer / end-user and Customer Service Engineers (CSE); requests are “post-sales” including, but not limited to Uniterruptable Power Solutions (UPS) software / connectivity, and Remote Monitoring of power- related equipment. Log into AVAYA phone system, and document all such calls in Oracle/SiT! including updating remote monitoring applications, knowledge database, SharePoint, other data repositories and follow escalations procedures when applicable. Identify opportunities for improvement of field procedures, and related service manual content and reports 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. Maintain methodology for remote monitoring subscribing customers by utilizing the customer Method of Procedures (MOP) for notifications and meeting monitoring expectations. Work with IFSEs/CSEs and customers on startup and configurations of remote monitoring service. Proactively communicate with both internal and external customers regarding remote monitoring services support inquiries and assist with setup of services. Work with 3rd Party Vendors for developing and assisting in developing remote monitoring services (battery monitoring, PredictPulse, etc.). Maintain Oracle/SiT! ticket information on creating, updating, and closing out tickets and assists with the GCSS organization on improved workflow process. Provide reporting methods & associated requirements for connectivity Provide remote monitoring report management Complete all identified review processes for all customer reports Deliver/comply with all distribution of reporting methods as identified through the customer MOP Report any anomalies within in any of the databases to the management team Report any identified “faults” within any/all of the remote monitoring infrastructure as per the predefined processes Support the maintenance of the team and training processes to ensure up to date information 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. #LI-LD1 Qualifications Required (Basic) Qualifications: Bachelor’s degree from an accredited university in an engineering, computer science or technology field Minimum of 3 years of software/connectivity support experience Must be legally authorized to work in the United States without company sponsorship Preferred Qualifications: 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: Entry Level 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?: Relocation from within hiring country only Travel: Yes, 10 % of the Time