Provide direction and manage day to day functions of the Customer Care Technical Support Center located in Queretaro, Mexico. This position must also work closely with support management in the various Eaton Care support locations including National Sales and Project Management Organization.
Lead and provide direction to multiple technical support teams of the Electrical Sector
Lead and provide direction to multiple Technical suppot teams of Sales and Project Management Organization of the Electrical Sector
Lead day to day activities within the EatonCare Technical Support team of Technical Resource Center Team, Brightlayer - Digital Products Team, Inside Sales Engineer, Inside Project Enginner, Engineering Services Team and Project Administrators
Drive the team to have quality interactions with customers and US counterparts to drive long term business growth
Gain a deep understanding of the businesses supported so that this position becomes the escalation point for the team
Develop effective relationship with EatonCare, Sales, Technical and PMO US support teams
Drive productivity within the group by utilizing electronic tools to support efficient and profitable business growth
Develop, and retain top quality who excel at providing customer value through the execution of processes, commercial savvy, and effective relationship building with customers
Training employees and coordinating training for employees on the essential functions of the technical position
Communicate with the customers as necessary and support escalations
Maintain safe, clean working environment in compliance with all Eaton safety standards, Life Saving Rules, and daily 5S+ requirements to help build a Zero Incident Culture.
Qualifications:
Bachelor's Degree from an accredited institution required.
Minimum 5 years manager of people experience
Minimum 7 years customer support or interaction experience
English business profiency level
Skills:
• Experience with SAP and/or Vista
• Experience with Microsoft Office
• Strong customer service ethos with a track record of process improvement
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