Technical Support Representative

Description:Eaton Corporation located in Raleigh, NC (location flexible) has an opening for a Technical Support Representative for its' Uninterruptable Power Supply product line.The primary responsibilities of this position include providing timely solutions to any/all Customer and/or Field Staff technical inquires as well as providing Field Service with on site technical support.The essential functions of this position are to:- Handle phone and email requests 50% of the time, from both customer/end-user and Customer Support Engineers (CSE's), including after hours rotation; requests are primarily "post-sales" including, but not limited to, UPS hardware, UPS software/connectivity, Battery, and other power- related equipment- Log in to Customer Support phone system, and document as necessary such calls in Oracle, including updating Knowledge Database, and follows escalations procedures when applicable.- Assist with providing information for the population of the Knowledge Database, through providing feedback on any/all product issue(s) resolutions discovered or unresolved issues.- Identify opportunities for improvement of field procedures, and related service manual content and reports these to the Manager of Technical Support- Assist in the delivery to the customer any equipment or site recommendations as directed by the Manager of Technical Support- At the direction of the Manager of Technical Support, coordinate site testing plans to identifying root cause of technical problems as detailed by the Manager of Service Reliability and Support- Deliver of the root cause analysis letter, provided by the Manager of Service Reliability and Support, where required and or as directed by the Manger of Technical Support- Field Work: Participate in the delivery of field services, approximately 50% the time, mentoring Customer Service Engineers and reporting performance/status, via a predefined measurement template, to the Area Manager and the Manager of Technical Support- Assume the roll of technical leader during site escalations of service calls- Provide information in assisting CSEs with modification opportunities as required, assuring this information is communicated to all- Participate as part of the National Service Delivery Team as well as the Technical Support Team.Requirements for this position include:- Associates degree and equivalent experience in the technician field required, a bachelor's degree is preferred. - 6 to 8 years of Technical UPS Experience- Strong Organizational and Interpersonal skills- The RTS will be available 24/7/365 on a rotating basis to assure support for the Field and Customers alike is maintained at the expected levels- Travel to customer sites when requested- CSE Mentoring along with scoring of the CSE performance based upon a predefined scoring metrics- Attend all UPS product BETA classes attended to assure minimized Field Service costs & obtain a minimum class - Minimize costs by attending the BETA unit Start-Ups within respective Zone and identifying economical processes conducive with the sameQualifications:Requirements for this position include:- Associates degree and equivalent experience in the technician field required, a bachelor's degree is preferred. - 6 to 8 years of Technical UPS Experience- Strong Organizational and Interpersonal skills- The RTS will be available 24/7/365 on a rotating basis to assure support for the Field and Customers alike is maintained at the expected levels- Travel to customer sites when requested- CSE Mentoring along with scoring of the CSE performance based upon a predefined scoring metrics- Attend all UPS product BETA classes attended to assure minimized Field Service costs & obtain a minimum class - Minimize costs by attending the BETA unit Start-Ups within respective Zone and identifying economical processes conducive with the sameSalary/Benefits: Salary commensurate with experienceJob Location: Raleigh, NCJob Number: RUSAEATON2242-615584Company URL: http://www.eatonjobs.comCompany Profile:Eaton Corporation is a diversified industrial manufacturer with 2007 sales of $13.0 billion. Eaton is a global leader in electrical systems and components for power quality, distribution and control; fluid power systems and services for industrial, mobile and aircraft equipment; intelligent truck drivetrain systems for safety and fuel economy; and automotive engine air management systems, powertrain solutions and specialty controls for performance, fuel economy and safety. Eaton has 64,000 employees and sells products to customers in more than 140 countries. For more information, visit www.eaton.com Eaton Benefits Company: www.eaton.com Location: Raleigh/Durham-RTP, NC 27601 Status: Full Time, Employee Job Category: Engineering Relevant Work Experience: 5+ to 7 Years Job Number: 27693BR.1072