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Eaton · 2 days ago

Customer Support Manager

Arden, NC

Full-time

Onsite

Senior Level, Lead/Staff

$141K/yr - $207K/yr

10+ years exp

Eaton is a company in the Electrical sector, and they are seeking a Customer Support Manager to lead mission-critical OEM and global support functions within EatonCare. The role involves managing teams to improve customer experience and drive performance metrics across a multi-billion dollar business.

Electric Vehicle

No H1B

Responsibilities

Manage a centralized team that includes an Application Engineer, two Project Managers, and Team Leaders

Implement OEM customer sales and support strategies, while driving the organization toward achieving world-class customer service levels

Manage the continuous improvement of pre- and post- order sales support functions specifically targeting the needs of OEM customers

Scope of organizational responsibility is order entry, technical support, bill of material generation, pricing negotiation, configuration changes, sales lead generation, approval and construction drawing preparation and changes, order management, financial management including Z account customer claims, and warranty resolution

Manage a team budget, develop appropriate team metrics, and creative problem solving

Manager is a member of the EatonCare Leadership team and has direct input into the strategy and daily operations of the EatonCare operation

Manage a centralized team that includes Project Coordinators and Project Engineers

Interact with Country Managers and sales executives to align with and support sales strategies

Serve as point of escalation with our plants and U.S. Divisions and Product Line Managers

Drive Continuous Improvement and efficiencies on the team, utilizing digital tools

Collaborate with CHAMPS to identify upcoming orders and projects

Assist in identifying training needs and help leverage resources to maintain organizational capabilities

Provide commercial guidance during customer escalations

Liaison to the product lines for this team

Coordinate and support divisional initiatives

Review team metrics monthly

Work closely with site leadership team to develop and implement the strategic initiatives of EatonCare and MCO/NAS Sales Operations

Drive change and improvements through the OEM, Global and CSC support processes, maximizing the customer experience and driving customer loyalty

Actively engage with OEM sales engineers, OEM sales management, OEM channel partners, OEMs to best understand the needs of the market and prioritize actions

Actively engage with Country Managers, CHAMPS, and sales executives to align with and support sales strategies

Align resources to advance OEM initiatives and actively engage with OEM focused product lines to ensure voice of the customer is reviewed

Assist in communicating the vision for OEM support within Eaton to ensure that the direction of the organization is clearly understood and is strongly tied to the objectives of MCO and NAS

Build relationships with senior sales management and product line management to assist in the development of marketing and product line sales and pricing strategies for OEM, and Global sales

Determine best industry practices and policies through collection of customer satisfaction data and benchmarking

Make appropriate structural and procedural changes across all technical and non-technical functions of the organization

Evaluates customer feedback (from customer surveys) and recommend action plans for improvement

Analyze market information and communicates trends

Define performance metrics and evaluates and interprets data to drive performance improvement and productivity throughout the organization

Leverage EBS tools and processes to effectively manage the team and drive improvement

Qualification

Customer support managementSales strategy implementationNegotiation skillsOperations experienceEBS tools experienceCRM applications experienceInfluencing without authorityManager of people experienceOEM processesCommunication skills

Required

Bachelor's degree from an accredited institution

Minimum ten (10) years in customer facing roles with strong channel and field sales experience

Eaton will not consider applicants for employment immigration sponsorship or support for this position. This means that Eaton will not support any CPT, OPT, or STEM OPT plans, F-1 to H-1B, H-1B cap registration, O-1, E-3, TN status, I-485 job portability, etc