EatonCare Manager

Eaton Corporation • Waukesha, WI

13h • $130,000 - $190,000 • Hybrid

About The Position

Eaton's Electrical Sector has an immediate opening for a Customer Support Team Manager position within the EatonCare Team. EatonCare is the primary sales support function for the North American Sales Organization with the Electrical Sector Americas. This hybrid role will be located in Waukesha, WI.
What you’ll do:
The EatonCare Manager provides strategic direction and manages day-to-day functions of the EatonCare Service Center.This includes working closely with the Power Reliability Division and the Power Delivery and Regulation Division product teams and leadership, key customer accounts, sales agents/representatives, and selective alternative channel partners. In this role, the key responsibilities include but are not limited to: Managing a centralized team of Team Leaders, Inside Sales Representatives, Order Services Specialists and Technical Support Representatives supporting sales and customers.
In this function you will:
Implement Commercial, Industrial, OEM, Utility, and Digital customer sales and support strategies, while driving the organization toward achieving world-class customer service levels.
Develop strong relationships with EatonCare, Business Unit and Field Sales Leadership to understand overall strategy and goals while aligning customer the support strategy to achieve goals.
Drive process improvements and standardization through facilitation of OPEX initiatives and incorporating the utilization of web/electronic technology, for pre- and post- order sales support functions. This will require direct engagement with the technical and commercial support functions with the appropriate product line marketing and manufacturing facilities.
Responsible for driving overall productivity within the group by utilizing electronic tools, standardizing business processes to support efficient and profitable business growth and performance metric achievements.
Attract, hire, develop, and retain top quality Supervisors, Team Leaders, Inside Sales Representatives, Order Service Specialists, Business Analysts, Project Managers, and technical resources who excel at providing customer value through the execution of processes, commercial savvy, and effective relationship building with customers.
Build Organizational Capability within the EatonCare Customer Support Team as well as maintain a culture of high performance, employee engagement and increased customer loyalty.
Drive and identify positive customer service behaviors including support of the Voice of Customer survey responses, Customer Experience Essentials, the EatonCare Fundamentals, and the Service Recovery Model.
Serve on appropriate teams and projects to enhance organizational performance, increase communication between internal and external customers, drive business results and digital transformation that will result in increased employee performance and positive customer experiences.
Present to executive leadership within Eaton. Persuade people to consider customer needs and help to drive VOC metrics.
The output of these actions will drive customer loyalty through increased productivity, improved value and through a high-performance culture.

Requirements

• Bachelor’s degree from accredited institution
• Minimum 7 years of relevant experience (Customer service, inside sales, proposal support, operations, marketing/sales) environment.
• Minimum 3 years of relevant experience in the electrical industry
• Relocation is not available. Candidates must currently reside within a 50-mile radius of Waukesha, WI to be considered.
• 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.
• Ability to leverage resources and influence without authority
• Strong communication and negotiation skills
• Knowledge of sales processes, programs, and products
• Experience setting and implementing strategy
• Experience with internal EBS tools and the EBS process
• Experience with CRM applications
• Ability to travel within estimated travel requirement of 10%
• Strong knowledge of customer service, customer relations and employee development
• Strong interpersonal and communication skills and the ability to effectively interact with both internal and external customers at various levels and through various mediums
• Commercial experience working in marketing/sales and manufacturing environment
• Ability to prioritize and execute multiple tasks in an efficient manner and to work on multiple projects simultaneously and independently.
• Proven skills in driving strategy, process improvement, standardization and project implementation

Nice To Haves

• Bachelor’s degree in Engineering or business

Responsibilities

• Managing a centralized team of Team Leaders, Inside Sales Representatives, Order Services Specialists and Technical Support Representatives supporting sales and customers.
• Implement Commercial, Industrial, OEM, Utility, and Digital customer sales and support strategies, while driving the organization toward achieving world-class customer service levels.
• Develop strong relationships with EatonCare, Business Unit and Field Sales Leadership to understand overall strategy and goals while aligning customer the support strategy to achieve goals.
• Drive process improvements and standardization through facilitation of OPEX initiatives and incorporating the utilization of web/electronic technology, for pre- and post- order sales support functions. This will require direct engagement with the technical and commercial support functions with the appropriate product line marketing and manufacturing facilities.
• Responsible for driving overall productivity within the group by utilizing electronic tools, standardizing business processes to support efficient and profitable business growth and performance metric achievements.
• Attract, hire, develop, and retain top quality Supervisors, Team Leaders, Inside Sales Representatives, Order Service Specialists, Business Analysts, Project Managers, and technical resources who excel at providing customer value through the execution of processes, commercial savvy, and effective relationship building with customers.
• Build Organizational Capability within the EatonCare Customer Support Team as well as maintain a culture of high performance, employee engagement and increased customer loyalty.
• Drive and identify positive customer service behaviors including support of the Voice of Customer survey responses, Customer Experience Essentials, the EatonCare Fundamentals, and the Service Recovery Model.
• Serve on appropriate teams and projects to enhance organizational performance, increase communication between internal and external customers, drive business results and digital transformation that will result in increased employee performance and positive customer experiences.
• Present to executive leadership within Eaton. Persuade people to consider customer needs and help to drive VOC metrics.

Benefits

• Eaton provides various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work. Click here for more detail: Eaton Benefits Overview.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager