Eaton
A global leader in power management, providing energy-efficient solutions for various industries.
Technical Resources Center Manager - Automation, Drives and Meters
Lead and manage technical support engineers for automation, drives, meters, and relays.
Job Highlights
About the Role
The role leads Lead Technical Support Engineers and Application Engineers who service Automation, Drives, Meters, and Relays product lines, delivering product selection, troubleshooting, and application assistance through phone, chat, and email. It also builds strong partnerships with Sales and Marketing to align support strategies with business goals and provides business insights for product positioning and customer engagement. The incumbent collaborates with senior management to shape and execute organizational strategy, offers escalation support for complex issues, and provides daily operational guidance to ensure consistent team performance. They drive continuous improvement by maintaining Contact Center technologies such as Salesforce Case and Knowledge Management, and by analyzing metrics to identify trends and implement corrective actions. Leadership responsibilities include mentoring and developing a high‑performing technical support team, conducting regular performance reviews, and delivering actionable feedback. The role also partners with Human Resources to recruit, interview, and onboard new team members. • Manage and guide Lead Technical Support Engineers and Application Engineers. • Provide multi‑channel technical support for Automation, Drives, Meters, and Relays. • Align support initiatives with Sales and Marketing objectives. • Offer escalation assistance for complex customer issues. • Oversee daily operations to maintain consistent team performance. • Optimize Contact Center tools, including Salesforce Case and Knowledge Management. • Analyze performance data to identify trends and implement improvements. • Mentor staff, conduct performance reviews, and give actionable feedback. • Collaborate with HR to recruit, interview, and onboard new hires. • Leverage technical expertise to influence outcomes and enhance processes.
Key Responsibilities
- ▸technical support
- ▸escalation
- ▸salesforce
- ▸data analysis
- ▸team leadership
- ▸recruitment
What You Bring
Required qualifications are a bachelor’s degree, at least seven years of engineering or technical support experience, proficiency with Microsoft Office, and demonstrated ability to collaborate across departments and influence without authority. Experience in mentoring, training, or leading projects and leveraging technical expertise to improve processes is essential. • Hold a bachelor’s degree and ≥7 years of engineering/technical support experience. • Proficient in Microsoft Office and cross‑departmental collaboration. • Experienced in mentoring, training, and leading project initiatives.
Requirements
- ▸bachelor's
- ▸7+ years
- ▸microsoft office
- ▸mentoring
- ▸project lead
- ▸collaboration
Work Environment
Office Full-Time