Team Leader, Utility Customer Support

Eaton Corporation•Waukesha, WI

3d•Hybrid

About The Position

The Team Leader's primary responsibilities include performing functional excellence in managing the activities of Utility Inside Sales Representatives who provide customer support for the utility market. Responsible for managing daily operations of a regional team(s) including management of personnel, interfacing with customers, sales representatives and other management personnel. Responsible for driving resolution of customer issues as well as leading continuous improvement initiatives and implementing best practices to improve customer satisfaction, department responsiveness and support customer service center programs.

Requirements

Bachelor’s degree from an accredited institution
Minimum 5 years of relevant experience (Customer service, inside sales, proposal support, operations, marketing/sales) environment.
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.

Nice To Haves

Business or Engineering related degree.
Experience with SAP Business enterprise software.
Experience with Salesforce CRM software.
Electrical industry, manufacturing and distribution background.
Experience managing others in high performance culture.
Work experience in a customer support role for technical products.

Responsibilities

Provide direction and manage day-to-day functions of assigned regions and the Utility customer support team members.
Resolve difficult issues with tact to ensure company policies and procedures are followed and business relationships are maintained.
Utilize departmental reports, electronic tools and data analysis to measure and ensure customer satisfaction, productivity, and efficiency that support profitable business growth.
Lead and participate in projects and process improvement efforts to enhance organizational performance, process standardization and efficiency.
Create strong goals, development plans, and conduct performance reviews for the team. Develop, coach and train personnel to improve professionalism, productivity and teaming.
Increase outward awareness of the capabilities of the Utility Eaton Care customer support team and drive improvements in service level responses to both internal and external customers.
Work with manager and HR to facilitate interviewing and hiring of new team members.
Work closely with manager, Utility field sales and internal product teams to align resources and customer support to meet and/or exceed annual objectives for the sales and business organizations.
Work effectively with manager to drive consistent expectations and behaviors that align with the entire Eaton Care Customer Support organization.
Influence overall strategic department plan.
Any other duties as required.