Post Sales Support Specialist, EatonCare

Job Description

Eaton’s Electrical sector is currently seeking a Post Sales Support Specialist, Eaton Care to join our team. This position is based at our Burlington, ON head office.

Position Overview:

The Post-Sales Support Specialist is the focal point for quick resolution of post sales commercial and technical issues, maintaining customer satisfaction and minimize costs associated with the resolution of these issues. Working within the parameter of quality, warranty policies, and other functional groups, to ensure customer issues are fulfilled and issues leading to the warranty concern are resolved.

Essential Responsibilities:

Warranty Issue Determination and Resolution for all products sold under projects managed by Canada

• • Utilize the CQM process for each issue by providing timely input and on-going update to all parties
  • Provide support interface and expertise between operations and customers (including Sales and EESS)
  • Coordinate with the operations to initiate purchase order to authorize EESS to resolve the customer issue
  • Ensure resolution of the issue is according to the warranty procedures and policies

Warranty analysis and reporting

• • Determination of root cause, permanent resolution, verification, trend analysis and accurate reporting of customers’ issues
  • Analysis of all CQM warranty issues monthly, raise the required corrective action requests and ensure effective and validated solutions are employed for these CARs

Commercial Authorization and Order Process

• • Obtain approval from the Product Manager to proceed with issues requiring business concession
  • Provide assistance to the customer, sales, EESS and operations to resolve any discrepancies

Project coordination

• • Provide project coordination assistance to the team based on business volumes and team availability
  • Processing internal EESS orders for Canada

Other Duties and Tasks

• • Communicate effectively with project managers, plants, field sales, and EESS & customers to ensure accurate, on-time resolutions of post sales issues
• Perform other duties or tasks as assigned

Required (Basic) Qualifications:

• Bachelor’s Degree in Engineering or Technologist Diploma
• 3-5 years combined engineering, quality, warranty and customer service experience
• Must be legally eligible to work in Canada without company sponsorship now and in the future
• No relocation provided

Preferred Qualifications:

• Strong knowledge of power distribution and control equipment
• Exposure to quality and warranty policies

Position Criteria:

• Extensive knowledge of electronic tools, data analytics, Office 365, PowerBI & call center software
• Strong communication, problem solving, planning and organizing, collaborative approach, leadership skills, and ability to multi-task
• Superior knowledge of call center performance, sales techniques, customers, and customer relations
• Advanced working knowledge of MS Office skills; PowerPoint, Excel, Outlook

We provide benefits that are industry competitive and focused on employee well-being. Listed below are programs that are offered globally, but program availabilities may vary by site.

• Flexible work options to help balance work/life demands (at participating Eaton sites)
• Healthcare/retirement savings programs
• Competitive compensation packages to reward skills and performance
• Tuition assistance or financial help for ongoing learning and development
• Health, Dental, Vision & Wellness programs
• Donation matching (U.S., Canada, Puerto Rico)

Eaton has in place accessibility policies for accommodating employees with disabilities. If you are selected for an interview and require accommodations, please let the recruiter or hiring manager know so that we can work to make reasonable adjustments that best suit your needs. Accessibility information may be found at: : https://www.eaton.com/ca/en-gb/company/policies-and-statements/accessibility.html

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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: Sales

Region: North America – Canada
Organization: ESSG CA Canada

Job Level: Individual Contributor
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: Yes, 10 % of the Time