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Engineer - Technical Support (TRC)

6 - 8 years

0 Lacs

Pune Maharashtra India

Posted:1 day ago| Platform: Linkedin logo

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Skills Required

support troubleshooting circuit power management frequency sensors portfolio electrical salesforce crm installation research resolve escalation sharepoint score reports training engineering excel data analysis erp plm communication

Work Mode

On-site

Job Type

Full Time

Job Description

What You’ll Do

"The EatonCare™ Technical Resource Center (TRC) provides product selection, troubleshooting, and application support for product families that include circuit protection, power distribution, power control, power management, variable frequency drives, sensors, and wiring devices. We provide support for Eaton's broad portfolio of electrical products for residential, commercial, and industrial applications.The primary function of this role is to provide technical resolutions through email support for the USA region. The work will be predominantly through the Salesforce CRM platform in the form of cases. ""1. Respond to customer queries within the specified turnaround time (TAT).
  • Ensure quick and accurate solutions to customer inquiries, leveraging product knowledge to select products or cross-reference competitive part numbers for specific applications.
  • Assist customers through the installation process to fully realize the benefits of partnering with Eaton.
  • Serve customers including homeowners, contractors, industrials, OEMs, Eaton sales, distributor, and rep channels.
  • Deliver a positive customer experience that helps customers select, order, and apply Eaton components.
  • Research, diagnose, troubleshoot, and identify solutions to resolve issues.
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
  • Maintain and expand the product knowledge base available to all internal and external teams.
  • Refer to internal databases or external resources to provide accurate technical solutions.
  • Use enterprise-wide tools, such as SharePoint and shared drives, to address customer concerns.
  • Maintain a high level of customer satisfaction by keeping Net Promoter Score (NPS) and Customer Effort Score (CES) up to the mark.
  • Develop a healthy working relationship with the US team for effective problem resolution and guidance.
  • Prepare and maintain records, reports, and update all process trackers in real-time to gain better insight into the workload.
  • Identify and address the training needs to bridge the technical product skill gap."

Qualifications

Graduate in Engineering (Electrical).

Skills

Minimum 6-8 years of experience in Switchgear Industry"a. Good understanding of technical aspects of switchgear components, assemblies, and related applications.b. Strong problem-solving and product troubleshooting skills.c. Ability to interpret customer specifications, drawings, and schematics.d. Good Excel knowledge and data analysis skills.e. Basic understanding of ERP, PLM, CRM, and other enterprise-wide tools.f. Preferred: Knowledge and hands-on experience with low voltage electrical products.""a. Strong customer focus and interpersonal skills.b. Self-motivated to identify and prioritize assigned work.c. Strong technical and analytical skills.d. Proficiency in Microsoft Office 365 tools.e. Good written and verbal communication skills.f. Ability to quickly adapt to change and manage urgent/high and multiple priorities successfully."

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