Technical Services Manager - Medium Voltage at Eaton USA

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

15 Jan, 26

Salary

0.0

Posted On

17 Oct, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Services Support, Process Improvements, Customer Satisfaction, KPI Generation, Training Plan Development, Warranty Case Management, Transition Management, Technical Issue Resolution, Customer Loyalty, Voice Of Customer Analysis, Medium Voltage Products, Electrical Contractor License, Communication Skills, Team Management, Operational Excellence, Continuous Improvement

Industry

electrical;Appliances;and Electronics Manufacturing

Description

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. 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

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Responsibilities

The Technical Services Manager will establish and manage team members through coaching and training, while driving process improvements and increasing customer satisfaction. They will also monitor warranty cases and generate reports for factory warranty management.