Eaton Careers

Master Service Technician

Waukesha, Wisconsin


Job Description

Eaton’s Power Delivery Division is seeking a Master Service Technician to be based out of our Waukesha, WI facility.
Position Overview:
Proactively interface and communicate directly with customers, sales engineers, agents, distributors, employees, authorized repair centers and other entities as necessary on warranty and equipment service issues and activities (written and verbal) in order to achieve satisfactory resolution of customer field product issues.  Retain customers with polite, timely, and professional responses.
Essential Responsibilities:
  • Utilizes the applicable Quality Database Management System and SAP to record and process field product incidents/activities and distributes necessary information to the organization.  Issues service ticket authorizations for product issues as required.  
  • Prepares and processes orders, creates contracts and purchase orders for warranty parts and services.  Evaluates part requirements and looks up product information to determine what part will meet the need of the customer.  Includes, but not limited to sales orders, credits, debits, quotations, order processing activities, Engineering Bill of Materials and schematics.
  • Responsible for directing product support and technical guidance for repairs in the field, or returned to authorized service centers or to the factory as required.  Responsible for providing organization with information relative to analysis findings of returned product.  Acts as the point person for customer contact of post ship product problems; gathers information and provides guidance to customer in the event of non-conforming and an inoperable product.
  • Maintains an in-depth knowledge of Regulator Controls, Regulators and Transformers and associated products.
  • Participates in service ticket follow-up activities with appropriate internal and external resources as necessary to ensure tickets are completed and customer issues are resolved.  Maintains a channel of communication with customers as to repair status and anticipated return of product.
  • Assists as requested in the organization of, or participate in customer visits, product teardown, plant tours or customer witness testing.
  • Participates in maintaining department and ISO quality standards for Warranty activities.  Dedicated to the concept of continuous improvement.
  • Limited travel to domestic and international locations as required to organize, participate, and oversee field repairs or related service activities. Provides technical support afterhours as required.


Basic Qualifications:
  • Bachelor’s degree in Electrical Engineering from an accredited institution or Bachelor’s degree in Electrical Engineer to be completed by June 2018 OR Associate’s degree from an accredited institution AND a minimum of 3 years of experience as a Service Technician in a customer service related position.
  • Must be legally authorized to work in the United States without company sponsorship.
  • No relocation is being offered for this position. Only candidates residing within a 50 mile radius of the Waukesha, WI facility will be considered.
Preferred Qualifications:
  • Minimum of 3 years of experience in Production, Quality, Field Service or Engineering with electrical equipment
  • Experience using SAP
Position Criteria:
  • Knowledge of technical and commercial aspects of product design, manufacture, and application
  • Strong interpersonal skills
  • Excellent communication and presentation skills
  • Effective problem solving skills
  • PC application experience including MS Office products
  • Attention to detail
  • Ability to multi-task and quickly set priorities

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: Sales

Region: North America – US/Puerto Rico
Organization: ESSG CPSD PDD Power Delivery Division

Job Level: Individual Contributor
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, 10 % of the Time

Requisition ID: 048670