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Lead FAST Engineer
The primary responsibilities of this position include providing escalation support and timely solutions to any/all Customer and or Field Staff technical inquires as well as providing Field Service with on-site technical support.
A. Leads execution of escalation procedures via phone conference calls, including after hours on call rotation in support of escalations; Escalations are primarily “post-sales” including, but not limited to, UPS hardware, Battery, and other power- related equipment
B. Assists with providing information for the population in APAC region, through providing feedback on any/all product issue(s) resolutions discovered or unresolved issues.
C. Identifies opportunities for improvement of field procedures, and related service manual content.
D. Assists with new product introductions by coordinating joint APAC Engineering, APAC service training, field service and TS activities to assure start-up preparedness, execution and knowledge transfer of all issues/resolutions that are encountered for a predetermined time production period.
E. Assumes role as the point of escalation for international requests that enter 3 Phase Technical Support via phone or e-mail.
F. Assumes the role as the point of escalation, traveling to technical and/or commercial field emergencies at any North Asian customer location during normal business hours and on an on call basis.
G. Develops and coordinates site testing plans to identifying root cause of technical problems.
H. Participates in Load Loss problem solving escalation conference calls where data analysis and action plan development are required.
I. Participates in the delivery of field services, approximately 20% the time, mentoring Field Service Engineers.
J. Assumes the role of technical leader during site escalations of service calls during normal business hours and on an on call basis.
K. Assumes the role as technical liaison between Eaton and key strategic customers during routine (non-emergency) field service events.
L. Participates as part of the National Service Delivery Team as well as the Technical Support Team.
M. Assumes the role of primary/secondary “On Call” on a rotating basis where an immediate response to evening and weekend technical support escalation calls are required.
A. Associate’s Degree in a technical field from an accredited school and/or 2 years of equivalent experience in a technical field.
B. Minimum 7 years of Technical UPS Experience on Eaton supported products
C. Strong Organizational and Interpersonal skills
D. Self-learning and innovation motivation.
E. Good writing and oral English skill.
We make what matters work. Everywhere you look—from the technology and machinery that surrounds us, to the critical services and infrastructure that we depend on every day—you’ll find one thing in common. It all relies on power. That’s why Eaton is dedicated to improving people’s lives and the environment with power management technologies that are more reliable, efficient, safe and sustainable. Because this is what matters. We are confident we can deliver on this promise because of the attributes that our employees embody. We’re ethical, passionate, accountable, efficient, transparent and we’re committed to learning. These values enable us to tackle some of the toughest challenges on the planet, never losing sight of what matters.
Region: Asia Pacific
Organization: PQD CPSD Critical Power Solutions Division
Job Level: Individual Contributor
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: No
Does this position offer relocation?: No
Travel: Yes, 50 % of the Time