Technical Resources Center Manager - Automation, Drives and Meters at Eaton USA

Arden, North Carolina, United States -

Full Time

Start Date

Immediate

Expiry Date

17 Mar, 26

Salary

0.0

Posted On

17 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Leadership, Collaboration, Mentoring, Troubleshooting, Application Assistance, Performance Analysis, Continuous Improvement, Sales Alignment, Customer Engagement, Process Optimization, Team Development, Operational Guidance, Product Positioning, Escalation Support, Communication

Industry

electrical;Appliances;and Electronics Manufacturing

Description

The primary function of this position is to manage and provide leadership for Lead Technical Support Engineers (TSE) and Application Engineers (AE). These teams provide technical support for the Automation, Drives, Meters and Relays product lines. The teams provides product selection, troubleshooting, and application assistance via phone, chat and email. Build strong partnerships with Sales and Marketing to align support strategies with business goals. Provide business insights to support product positioning and customer engagement. Collaborate with management to shape and execute organizational strategy. Provide escalation support for complex customer service issues. Deliver daily operational guidance to ensure consistent team performance. Process & Technology Optimization Support continuous improvement initiatives and maintain Contact Center technologies, including Salesforce Case and Knowledge Management systems. Analyze team metrics and performance data to identify trends and drive corrective actions. Lead, mentor, and develop a high-performing technical support team. Conduct regular performance reviews and provide actionable feedback. Bachelor's degree from an accredited institution Minimum of seven (7) years of engineering or technical support experience Proficient with MS office Ability to collaborate across departments and influence without authority Experience in mentoring, training or leading projects or initiatives Leveraging technical experience to influence team outcomes or improve processes 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. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws. You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at 1-800-836-6345 to discuss your specific need. Only accommodation requests will be accepted by this phone number. We know that good benefit programs are important to employees and their families. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.

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Responsibilities

Manage and provide leadership for technical support teams, ensuring they deliver product selection, troubleshooting, and application assistance. Collaborate with management to shape organizational strategy and provide escalation support for complex customer service issues.