Eaton Careers

Customer Interface Manager 客服经理

Shanghai Shi, China
Marketing

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Job Description

The Customer Interface Manager will lead our customer interface team responsible for field application support as well as customer service centre. The Customer Interface Manager will drive continuous improvement in FAE technical support and customer satisfaction and be a customer advocate across the division.
  • Lead a team responsible for all levels of customer support, pre-sales technical support and solutions, responding timely to client requests, ensuring accurate timely delivery of all customer requests including order entry, requests, etc…
  • Directly supervises customer service team inclusive of training, planning, coaching, assigning, directing work, and appraising performance.
  • Monitors and coordinates all customer service activities, inclusive of order entry, quotations, follow up data, returns and communication between departments for items related to customer service.
  • Directly supervises Field Application team, ensure timely pre-sales technical support,  solutions to customers, communications between R&D team and front line sales from technical side.
  • Works collaboratively across multiple functions to determine how and where improvements can be made to increase performance of the team, and customer satisfaction; and implement
  • Strong managerial skills to be able to prioritize time commitments, long term process improvement, and shorter term delivery yield improvement initiatives.
  • Continually elevate service standards to deliver best-in-class service; identify and implement strategies to improve the quality of service, productivity and sales.
  • Develop service policies and procedures to support new business initiatives.
  • Coordinates technical training for customer service with engineering team.
Define and implement processes to support internal and external customer needs. 

Qualifications

  • Bachelor degree in business, marketing, or electrical or related area preferred
  • 5+ years supervisory experience managing a customer service/ technical team
  • Committed and dedicated to customer satisfaction
  • Empathetic to the client’s needs
  • Excellent listening skills
  • Articulate and effective communicator
  • Comfortable presenting to peers
  • Flexible and adaptable
  • Ability to establish and maintain strong relationships
  • Excellent customer service skills
  • Demonstrated supervisory skills
  • Ability to learn complex material and train others
  • Excellent problem solving, decision-making, planning, organization and time management skills

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.

Job: Marketing

Region: Asia Pacific
Organization: PDD CPCD Circuit Protection and Controls Div

Job Level: Manager
Schedule: Full-time
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, 25 % of the Time

Requisition ID: 048439