About Eaton:

What you’ll do:

Job responsibilities:

• Provide technical support for EPMS software platform products also supporting services for internal and external organizational channels. Ask customers targeted questions to quickly understand the root of the problem. Document technical knowledge in the form of notes and manuals
• Diagnose customer issues and identify appropriate resolution through multiple media outlets to include but not limited to phone, email, onsite, in-person, web, etc. Maintain and update customer Incidents (logs customer calls with respective resolutions, Open, Close tickets). Properly escalate unresolved issues to appropriate internal teams
• Limited hardware and software testing to duplicate customer issues. Communication with Senior Tech Support Engineers in the business units around customer status/issues/FAQs
• Provide on-site escalated customer resolutions directed and supervised by Senior Tech Support when required.
• Continual Professional Development in Preparation of Technological Advancements. Refer to internal database or external resources to provide accurate tech solutions. Ensure all issues are properly logged
• Prioritize and manage several open issues at one time.
• Basic understanding of electrical power distribution systems and power quality concepts. Organize and file documentation pertaining to warranties and instructional guides for software products.
• Basic understanding of multiple MS Server Operating Systems, Databases, Communication protocols (Modbus & BACnet), and networking concepts
• Ability to breakdown complex systems into simple terms easily understood by others. Assist management in creating training materials pertaining to software troubleshooting and usage
• Ability to analyze and troubleshoot hardware and software devices Provide prompt and accurate feedback to customers
• Basic knowledge of automation systems, power management systems, power management products, communication protocols, etc.
• Developing strong business relationships with internal and external customers based on high quality customer service, integrity and Eaton values
• Communicate in an effective, positive, and proactive manner with customers. Strong verbal and written communication skills.
• Provide senior stakeholders across the business with a solid foundation for collaboration and appropriate challenge to ensure successful delivery of goals.
• Taking ownership of customer issues reported and seeing problems through to resolution. Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Qualifications:

• Degree in building services/electrical/mechanical engineering, electrical or electronics engineering
• Additional certification in Microsoft, SQL or similar technologies is a plus

Skills:

• 3-5+ years’ experience working in data center, industrial, high-tech or mission critical environments.
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Hands-on experience with Windows OS environments will be a plus
• In-depth knowledge of server platforms, virtualization theories and concepts, database design and engineering, data management and disaster recovery/planning/risk assessment
• Conceptual understanding of Electrical Power Monitoring Systems (EPMS), Programmable Logic Controllers (PLC), Building Automation Systems (BAS), and Building Management Systems (BMS)
• Technical understanding of mission-critical environments. In-depth knowledge of open BAS protocols and communications - BACnet, LON, MODBUS, Ethernet, Web-Services, and HTML
• Exceptional in influencing and relationship building skills with soft leadership skills
• Demonstrate ability to succinctly communicate complex messages
• Demonstrates ownership & accountability
• No major restrictions on travel in EMEA region and/or to the USA
• Fluent English is a must and any other European language is an advantage

What we offer?

• Benefits packages
• Challenging projects in dynamic collaborative team
• Flexible working solutions (home office) are implemented across different EMEA locations, check out with the site HR what type of flexible working solution is available for this role
• We make your aspirations matter – Eaton encourages internal promotion, whenever possible and we make your growth matter - We invest in our employees for the long term – not just with salary and benefits, but with ongoing learning and development opportunities made available through Eaton University
• We make your contributions matter - reliability, safety, efficiency, and sustainability are at the core of our dedication to improving people’s lives and the environment through power management technologies.