Technical Support Team Leader - Digital Solutions at Eaton USA

Budapest, Central Hungary, Hungary -

Full Time

Start Date

Immediate

Expiry Date

13 Jan, 26

Salary

0.0

Posted On

15 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Team Leadership, Digital Solutions, Process Improvement, Customer Satisfaction, Performance Management, Analytic Mindset, Effective Communication, Stakeholder Management, Coaching, CRM, KPI Reporting, Problem Solving, Change Management, Collaboration, Training

Industry

electrical;Appliances;and Electronics Manufacturing

Description

The Technical Support Team Leader is responsible for establishing, leading, and improving operations and activities for Technical Engineering Support for multiple EMEA divisions/product lines for existing base business and future expansion including Digital Software. Responsible for interfacing with technical managers, sales colleagues, field service engineers/service managers to ensure a constant alignment of the operations and delivering the expected service to end customers, system integrators, wholesalers, and distributors and/or sales or service representative. The Team Leader is responsible for working in close alignment with the global Brightlayer team (NA & APAC) and contribute to creating/improving globally standard procedures and best practices. Expected to support the expected growth of the business and to be able to lead a team that is covering multiple regions within EMEA including multiple segments and products. This scope includes drive execution and process improvements for the support functions in scope, customized technical solution for Digital, Software & connectivity systems. The Team Leader needs to take active lead in Business Partner communications, team activity coordination, deploying of new tools, performance management and KPI reporting, training team members, advising colleagues on daily challenges and being a driver for project related team activities. Participate in strategical decisions about process improvements, tools deployment (ticketing systems and CRM) and contribute to the growth of the business, standardization, productivity, efficiency, and cost reductions, increase the customer satisfaction and the technical knowledge within the team. Leadership and development of direct reports in the team (carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans, support team members by coaching and training activities, conduct the performance evaluation, regular quarterly discussions, determination of further training measures, etc.) Generating KPI's related to Digital Technical support Team performance metrics, areas for improvement and allocation of resources. Direct and active involvement in Transition Management, roles and task assignment, implementation of daily/weekly/monthly team reporting activities, operational excellence, and continuous improvements initiatives. Manage escalations to resolve software issues which might involve advanced level and above technical support engineers, R&D and Product Managers. Drive customer loyalty through quality of service, improved value and through a high-performance culture. Own the technical knowledge for Digital solutions and related Global strategy and lead knowledge sharing sessions for new joiners and colleagues, including drafting technical documentation and training material and process flow charts. Contribute to secure customer satisfaction, reduce customer effort, and achieve cycle time/cost improvements through team-based problem solving. BSc in Engineering or equivalent Technical Degree (MSC in Software engineering or Telecommunication is an advantage) Proven experience in technical support or sales supports for digital products and systems. Good understanding of digital products and applications. Familiarity with common phone ticketing tools, case management, BI applications, CRM (SAP, Oracle, Salesforce). Great people management skills. Analytic mindset, drive for results and collaborative style. Effective communication across all levels of the organization (Written and Verbal). Thinks & acts with customer first mindset, mentoring & coaching of first line reports & operational staff, performance management, stress management. Build and maintain positive customer relationships through active listening, prompt resolution of problems, and projecting a positive, professional attitude. Adapting and driving change and process improvements. Effective & professional stakeholder management including Change Management to ensure governance direct & cross-site/functions. Teamwork, networking and continuous learning skills. Fluent English, + other EU language is a plus.

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Responsibilities

The Technical Support Team Leader is responsible for leading and improving technical engineering support operations across multiple EMEA divisions. This includes managing team activities, driving process improvements, and ensuring customer satisfaction through effective service delivery.