Technical Support Manager

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 Center (BSC) in Budapest is Eaton's largest office in the region. With a diverse team of over 700 people, representing 40+ nationalities and speaking 20+ languages, the BSC is the central hub for business services. It empowers seamless operations and drives exceptional results across our electrical, industrial, and corporate teams. We are proud to be a Disability Friendly Workplace, ensuring an inclusive environment for all our employees.

• Team Leadership: Lead and develop large, multi-scope teams, ensuring effective collaboration with technical managers, sales colleagues, field service engineers, and service managers to deliver exceptional service to customers, system integrators, wholesalers, and distributors.
• Operational Excellence: Drive execution and process improvements within support functions, focusing on customized technical solutions for Business Group (BG) products and systems.
• Business Partner Engagement: Engage with business partners, coordinate team activities, deploy new tools, manage performance, and report on key performance indicators (KPIs). Provide training and guidance to team members.
• Strategic Contributions: Participate in strategic decision-making regarding process improvements and tool deployment (ticketing systems, case management, CRM). Contribute to business growth, standardization, productivity, efficiency, and customer satisfaction.
• Performance Management: Conduct regular one-on-one meetings with direct reports to discuss performance, develop career plans, and support team members through coaching and training.
• KPI Generation: Generate KPIs related to the BG Technical Team's performance, identify areas for improvement, and allocate resources effectively.
• Transition Management: Actively manage transitions, including role assignments, reporting activities, and continuous improvement initiatives.
• Escalation Management: Handle escalations to resolve software issues, collaborating with advanced technical support engineers, R&D, and Product Managers to foster customer loyalty through high-quality service.
• Knowledge Sharing: Own technical knowledge for BG solutions and lead knowledge-sharing sessions for new joiners. Create technical documentation, training materials, and process flow charts.
• Customer Satisfaction: Enhance customer satisfaction, reduce effort, and achieve cycle time and cost improvements through team-based problem-solving initiatives.

• Bachelor's degree in Engineering or a related Technical field; a Master's degree in Electrical or Electronic Engineering is a valuable asset.
• Over 3 years of demonstrated experience in technical support or sales support for electrical products and systems, including experience in people management.

• Strong understanding of electrical products and their applications.
• Proficient in using common phone ticketing tools, case management systems, and business intelligence applications, as well as CRM platforms such as SAP, Oracle, and Salesforce.
• Exceptional people management skills, fostering a collaborative and results-driven environment.
• Analytical mindset with a focus on achieving results, complemented by a collaborative approach to teamwork.
• Excellent communication skills, both written and verbal, enabling effective interaction across all levels of the organization.
• Customer-centric mindset, with a commitment to mentoring and coaching first-line reports and operational staff, as well as managing performance and stress effectively.
• Ability to build and maintain positive customer relationships through active listening, prompt problem resolution, and a consistently positive, professional demeanor.
• Adaptable and proactive in driving change and implementing process improvements.
• Skilled in effective stakeholder management, including change management, to ensure governance across direct and cross-functional teams.
• Strong teamwork, networking, and continuous learning abilities.
• Fluent in English, with proficiency in an additional EU language considered a valuable asset.

• 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