About us:
Join Eaton, a global leader where equality and inclusivity are at the heart of our mission. Here, everyone is valued and belongs. Be part of a team that delivers cutting-edge, energy-efficient solutions, making a tangible impact on the world. We empower our customers to manage electrical, hydraulic, and mechanical energy more effectively, safely, and sustainably. At Eaton, we're dedicated to enhancing quality of life and protecting the environment with our innovative energy management technologies and services. Our EMEA Business Service teams empower seamless operations and drive exceptional results across our electrical, industrial, and corporate teams.
What you'll do:
The primary role of the Senior Technical Support Engineer is to deliver exceptional technical support and troubleshooting assistance to end-users, customers, and internal partners. Acting as a key point of contact across multiple channels-including telephone, email, and web tickets-this position focuses on EATON's electrical product portfolio, specifically tailored devices within the Electrical division.
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In this capacity, you will engage with a diverse range of stakeholders, including end customers, wholesalers, distributors, panel builders, designers, logistics teams, quality departments, product management, R&D, manufacturing, and sales or service representatives. Your responsibilities will encompass a variety of pre-sales and post-sales functions, ensuring seamless communication and support.
You will provide vital assistance to sales functions across the EMEA region, and partially in APAC and the Americas, addressing technical inquiries, product-specific questions, warranty issues, documentation requests, repair and calibration needs, and troubleshooting challenges. Additionally, you will guide customers in product selection and application assistance through phone and email interactions. As the first point of escalation for non-standard inquiries and advanced troubleshooting related to hardware and software, your expertise will be invaluable.
Key Responsibilities:
- Serve as an engineering resource to resolve customer challenges related to single-phase UPS products (both hardware and software) through various communication channels, including phone, email, and web chat.
- Manage and follow up on hardware and software escalations involving Level 2, Level 3, and Quality teams.
- Foster customer loyalty by delivering high-quality service and enhancing value through a performance-driven culture.
- Actively contribute to the organization and daily execution of technical support tasks, leveraging resources such as people, processes, and technology.
- Maintain up-to-date process documentation to ensure clarity and efficiency.
- Participate in knowledge-sharing sessions and continuous improvement initiatives, both within the team and across the organization, to implement best practices at BSC Budapest.
- Collaborate with team members to enhance customer satisfaction, minimize customer effort, and achieve improvements in cycle time and cost through effective problem-solving.
Qualifications:
- Bachelor's degree (BS/BA) in Industrial Engineering (Electrical/Electronic/Mechanical/Energetic) from an accredited institution (MSc/Electrical is an advantage).
Skills:
- Understanding of Electrical products and basic applications
- Basic Network Knowledge
- Analytical mindset, communication skills, problem-solving
- Excellent German and English language knowledge
What we offer:
- Wide range of Employee Benefits: Hybrid work model, Annual bonus, Cafeteria, Private Medical Insurance, Life Insurance, Eye-glass refund, AYCM partnership, Internal reward system (E-Stars)
- Employee Wellbeing Support: Access comprehensive support programs designed to enhance your overall wellbeing
- Family Friendly: Enjoy a family-friendly environment with policies that support work-life balance
- Talent Management and Career Development: We are dedicated to your professional growth, with a strong focus on internal mobility, continuous learning, and peer coaching
- Dog-Friendly: Bring your furry friend to work in our dog-friendly office
- Dedicated Spaces: Utilize our family room, multi-prayer room, stretching room, and chill room for your comfort and convenience
- Company Yoga Sessions: Participate in regular yoga sessions to stay fit and relaxed
- Social Responsibility: Join a socially responsible organization committed to making a positive impact
- Employee Appreciation Day: Celebrate with us on Employee Appreciation Day, recognizing your hard work and contributions
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