Eaton is an intelligent power management company dedicated to improving the quality of life and protecting the environment for people everywhere. Our Power Distribution Systems & Services Division (PDSS) offers power management solutions predominantly in renewable, mining, industrial, utility, commercial, data centres, mission critical infrastructure, residential, construction, transport networks and healthcare segments. Our custom engineered products and services are designed with a mission of achieving unparalleled safety while helping our customers on their mission to reduce their consumption and enter the carbon neutral world. Due to growth, we are looking for a Technical Services Manager to establish, lead, and manage the technical support team for our PDSS products and services. This is a pivotal role responsible for training internal and external field service resources whilst managing technical escalations, field service support, and integrated site testing. What you'll do: Establish and manage team members by coaching and training activities, regular quarterly discussions, determination of further training measures, etc.). Drive process improvements for tools deployment (ticketing systems, Case management and CRM) and contribute to increase customer satisfaction. Generate KPI's related to technical support performance metrics, areas for improvement and allocation of resources. Establish and execute training plan for authorised service partners and internal field service engineers. Establish and deliver customer training on demand. Monitor, evaluate and drive to resolution all warranty cases, build regular report that is used for factory warranty management. Generate and sign off on all SWMS, Services Scope of Works (installation, maintenance, upgrade, retrofit). Drive Transition Management, roles and task assignment, implementation of daily/weekly/monthly team reporting activities, operational excellence, and continuous improvements initiatives. Manage escalations to resolve technical issues which might involve advanced level and above technical support engineers, such as L3, R&D and Product Managers. Drive customer loyalty through quality of service, improved value and through a high-performance culture. Analyze VOC, contribute to secure customer satisfaction, reduce customer effort, and achieve cycle time/cost improvements through team-based problem solving. Qualifications: Minimum 10 years of experience in technical services support within power distribution (medium or low voltage) working on commissioning, site testing, integrated testing including kiosks, E-Houses, MV and LV equipment, and service partner supervision. Strong technical knowledge of Medium Voltage Products - Primary and Secondary switchgear, Transformers, and Switchgear Excellent written and verbal communication skills with the ability to deliver technical evaluation reports. Electrical contractor license What We Offer: Competitive salary, car allowance and bonus On-site parking Inclusive and supportive working environment Volunteer days Outstanding training and development programs for both professional and personal development We are committed to ensuring equal employment opportunities for all job applicants and employees. Our recruitment processes encourage diversity by utilising a balanced selection criteria regardless of the applicants age, gender, gender identity, ethnicity, religion, sexual orientation, or any other status protected or required by law. Eaton prides itself in truly representing the people within our communities. If this sounds like you, please send through your application. We look forward to hearing from you
