Senior Technical Support Engineer

Roles and responsibilities

As a Technical Support Engineer you will be the first contact for Devices product customers to help them with application questions, product issues and requests for general support, and will work with the sales representative as well as peers within the Technical team and the PLMs/APLMs to deliver the product line objectives.

Your Main Duties

• Providing expert technical support in the region, contributing in the support of global customers through the C360 system, and contributing to new product development within the PRO-Launch process
• Responsible for meeting agreed service levels for customer questions / issues raised by email, telephone, webchat, or other means. Travel to support customer directly at site will be required
  
  

The role reports directly into the Technical Manager, Devices. The success of the role is measured by meeting the service level commitment, exceeding the target for net promoter score and supporting the team to meet the sales target.

Qualifications

• Should be Degree qualified in an appropriate field of expertise such as Engineering or Technology for example, or have proven relevant experience
• Minimum of three years technical experience in industrial products - ideally working for multi-national companies
• Minimum of one year experience with industrial digital automation applications. Ideally with experience of Ethernet switches, fieldbus and digital phone systems
• Experience in troubleshooting and having analytical mindset is essential

Desired candidate profile

• Desirable experience with installation, commissioning, or troubleshooting of field-mounted equipment at industrial end user sites (e.g. refineries)
• Desirable experience with End users and/or Engineering and Procurement Contractors, System Integrators, Fire & Gas OEM's with a proven track record in understanding their activities from front end design to project execution will be a major help to this role
• Technically competent, ideally within the hazardous area environment - being eager to learn more technical details of product lines, understanding certification and legislation issues in and around that area
• Understanding of and working experience with hazardous area certifications
• High degree of competence in use of tools for analysis of data, identifying issues and taking the lead resolving the issues
• Ability to communicate clearly at all levels, creating reports and creating and delivering PowerPoint presentations
• Able to analyse complex scenarios and produce realistic and simplified solutions
• Able to visualize customer's application and his problem, and able to ask appropriate questions to narrow down on the problem and the solution
• Ability to develop a network of contacts and relationships to answer customer support questions and results orientated with a collaborative culture/approach
• Identifies improvement opportunities and drives these to completion
• Effective communicator at all levels - skilled in delivering formal presentations
• Values and places ethical and safe behaviour at the heart of all decisions."
• Desirable experience with installation, commissioning, or troubleshooting of field-mounted equipment at industrial end user sites (e.g. refineries)
  
  

What We Offer

• Competitive compensation and benefits package
• Challenging projects in dynamic collaborative team
• We make your aspirations matter – Eaton encourages internal promotion, whenever possible and we make your growth matter - We invest in our employees for the long term – not just with salary and benefits, but with ongoing learning and development opportunities made available through Eaton University
• We make your contributions matter - reliability, safety, efficiency, and sustainability are at the core of our dedication to improving people’s lives and the environment through power management technologies