The Team Leader is responsible for managing operations and activities within the Technical Support team for a defined Product Division, Country or Sales Zone. The primary function is to manage the team for technical support (pre-sales and/or after sales, can include troubleshooting by acting as a primary point of contact on several channels: telephone, e-mail, web ticket, and chat) for EATON Electrical division. Responsible for interfacing with local sales colleagues, product management team, service engineers, system integrators, wholesalers and distributors and/or sales or service representative when necessary to handle a variety of pre-sales or post-sales technical support functions. This scope includes drive execution and process improvements for the support functions in scope, customized technical solution including hardware, software & connectivity systems. The Team Leader needs to take active lead in Business Partner communications, team activity coordination, reporting, training the new joiners or other colleagues, advising colleagues on daily challenges and being a driver for project related team activities. Participate in strategical decisions about process improvements, tools deployment (ticketing systems and CRM) and contribute to increase the customer & partner satisfaction and the technical knowledge within the team. Provides individual contribution in process documentation and knowledge sharing sessions. Your main responsabilities: - Leadership and development of direct reports in the team (carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans, support team members by coaching and training activities, conduct the performance evaluation, regular quarterly discussions, determination of further training measures, etc.) - Generating KPI’s related to Technical support Team performance metrics, areas for improvement and allocation of resources. - Direct and active involvement in Transition Management, roles and task assignment, implementation of daily/weekly/monthly team reporting activities, operational excellence, and continuous improvements initiatives. - Manage escalations to resolve hardware and/or software issues which might involve advanced level and above technical support engineers, R&D and Product Managers. Drive customer loyalty through quality of service, improved value and through a high-performance culture. - Own the technical knowledge for Power Management & Control Components product families and lead knowledge sharing sessions for new joiners and colleagues, including drafting technical documentation and training material and process flow charts. - Contribute to secure customer satisfac Qualifications Your essential skills we are looking for: - BSc in Engineering or equivalent Technical Degree (MSC in Electrical or Electronic is an advantage) - Proven experience in technical support or sales supports for electrical products and systems - Excellent understanding of electrical products and applications. Familiarity with case management & ticketing tools, BI applications, CRM (SAP, Oracle, Salesforce) - Analytic mindset, drive for results and collaborative style - People management skills - Excellent Communication and Interpersonal Skills (Written and Verbal) - Build and maintain positive customer relationships through active listening, prompt resolution of problems, and projecting a positive, professional attitude - Teamwork, networking and continuous learning skills - Adapting and driving change and process improvements - Fluent English, other EU language is a plus 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: Europe, Middle East, Africa Organization: ES EMEA Sales and Marketing Customer Experience Job Level: Team Leader/Supervisor 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?: No Travel: No