Eaton’s Power Quality Division is currently seeking a Manager – Scheduling, Dispatch & Monitoring to join our team. This position is based at our Raleigh, NC facility.
The Manager – Scheduling, Dispatch & Monitoring is responsible for the leadership, management, and strategic planning for the Power Quality Division’s (PQD) Scheduling, Dispatch, & Monitoring department. The department is part of the Global Customer Support Services (GCSS) organization. In this role, you will lead a 24/7/365 team operating out of a call-center environment responsible for onsite scheduling & dispatching of resources to customers’ sites to perform equipment startups, emergency troubleshooting & repairs, scheduled maintenance, order entry, and warranty resolution; including scheduling & dispatching resources globally for equipment purchased in the U.S. that is shipped to some non-U.S. and government sites.
Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each and every day. It’s where bold, bright professionals like you can reach your full potential—and where you can help us reach ours.
Develop and manage departmental strategic planning and road mapping that aligns to the division’s Service, Critical Power Systems (CPS), and Distributed Power Quality (DPQ) business units to ensure that the Scheduling, Dispatch, & Monitoring department is fully capable of supporting internal and external customers by ensuring a trained and engaged workforce that is properly prepared to provide a customer experience that focuses on acting with a sense of urgency, to provide timely and effective closure to customers’ requests, to reduce customers’ effort, with an ultimate goal of achieving world-class customer support levels
Perform departmental planning exercises including safety, profit planning, resource planning, and capital planning. Monitor and analyze departmental budgets and expenses to ensure levels are meeting planned expectations.
Set, monitor, and address departmental metrics and service level agreements (SLAs) for safety, quality, on time, productivity, and customer satisfaction/effort/experience. Develop countermeasures for metrics not meeting expectations. Regularly report out on organizational metrics to the Director, Global Customer Support Services and to others within the corporation.
Identify and drive process improvements for customer service delivery by leveraging Eaton tools, IT solutions/projects, Eaton Business System (EBS) tools, and cross-functional projects. Develop, sustain, and leverage relationships outside of GCSS to align workflows, create consistent approaches, and foster best practice sharing that will ensure the best intentions for the customer is always included in business decisions.
Actively participate on the EatonCare Power Quality Services functional team and ensure departmental alignment to the Sector’s customer support vision.
Manage a 24/7 customer support call center of Scheduling & Dispatch Customer Support Representatives responsible for providing 24/7 365 scheduling & dispatching to PQD Customer Support Engineers (CSEs), customers, contractors, and channel & sales partners. This team also has responsibility of order entry for a field service business responsible for interaction with customer service engineers, coordination with logistics for parts shipments, and coordination with customers for scheduling. Responsible for first level review of terms & conditions at time of order entry and opening service requests. Manages phone queue by ensuring proper resources are assigned and phone management metrics of average speed to answer, availability, and abandon rate are measured. Manage a knowledge base of issues found during customer contact interactions. Provide after-hours support for business partners including parts and PQD Canada
When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger.
Bachelor’s degree from an accredited institution required
Minimum of 3 years of direct management of people experience
Minimum of 5 years of customer service experience
Candidates must be legally authorized to work in the United States without out company sponsorship, now or in the future.
No relocation benefit is being offered for this position. Only candidates within a 50-mile radius of Raleigh, NC will be considered. Active Duty Military Service member candidates are exempt from the geographical area limitation.
Prior experience working in a service operation’s environment
Prior experience in order management and/or a scheduling & dispatch call center environment
Prior experience supporting technical functions
Prior experience working in the Uninterruptable Power Supplies industry
Prior experience in project management
Six Sigma/Process improvement background
Previous experience with Oracle and or SAP
- Possess strong customer service skills
- Balance of technical and commercial acumen
- Ability to lead and present in customer, executive level, and employee meetings using excellent written, verbal, and interpersonal skills
- Strong leadership skills, strong communications skills, detailed oriented, and ability to work in a team environment
- Ability to recognize the need for and develop standard work processes
- Ability to organize and manage multiple priorities
- Ability to demonstrate a full range of competencies in organizational development, employee relations, and organizational change
- Ability to lead, influence, and provide effective coaching
- Ability to effectively communicate and collaborate with all levels within the organization
- Ability to drive for results while working in a matrix environment through developing and empowering individuals and teams
- Managerial courage with good conflict resolution and negotiation skills
- Strong computer skills, especially with Microsoft Excel and PowerPoint, and ability to quickly learn new ERP systems and other IT solutions, software, and platforms
We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.
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: North America – US/Puerto Rico
Organization: ESSG PQD FSCS Field Service Customer Support
Job Level: Manager
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