Technical Support After Sales (Software /Connectivity) : Back Office

Job Description

Join Eaton and help us provide energy-efficient solutions that have a real impact on the environment. We make what matters work. Find out more on https://www.youtube.com/watch?v=baa_aiJ4L7E

 

Do you want to work for a global player, where we care about ethics, inclusion and diversity and our people?

 

As a Technical Support After Sales (S/Ware /Connectivity), you will manage escalations coming from Eaton Sales organisations across EMEA within the EMEA central technical support.

 

You will work within our world class Technical Support Team in our Montbonnot Site and will engage with clients and sales organisations all across EMEA.

 
 
Your key deliverables :
  • Handling incoming requests (90% e-mails, 10% phone) about Software and Management Cards technical issues from the Eaton technical support in the countries.

  • Analyse and Follow-up the cases until they are fixed. The team in place is made of 4 persons and has a performing IT tool in place to track all cases.

  • When necessary, lead technical meeting with the Eaton local correspondents, Engineering and possibly end customers and/or inform them via technical bulletin

  • Train the technical correspondents

  • Maintain and update the technical laboratory for the customer demonstrations

  • Time to time visit on customer site as technical expert

  • Interface with Engineering (product developer and qualification team) for complex technical issues

  • Interface with Product management to sum up enhancements required or new needs


Qualifications

Required:
  • IT Education (bac+2 minimum)

  • IT Networking skills:

    • Understanding of following protocols SNMP (V1/V3),  IP V4/V6, SSL, , http, XML
    • Management of Windows tool to capture serial information
  • Operating Systems / Virtualization:

    • Advance user of Microsoft Windows 2003/XP/Vista/2008/7/8, Ubuntu,  Linux RHEL / Suse, VMware, Vcenter ESX/ESXi , Microsoft Hyper-V, Xen Citrix, RedHat
  • good written and spoken English

  • ability to sum up and clarify information coming from different sources

  • ability to characterize technically a problem (steps to reproduce / steps to solve)

  • ability to lead meeting

 
Desired:
  • Able to capture Network frames from a network analyser tool (and analyse the problem) (e.g. Wireshark, …)

  • Able to use debug tools and verbose modes of SW and connectivity tools

  • Able to develop some simple scripts (bash shell, MS-DOS batch, JavaScript, etc…) to adapt the product behaviour to the customer specific needs

  • methodical
  • ability to share the information with others : team spirit


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: Engineering

Region: Europe, Middle East, Africa
Organization: PQED Power Quality Division EMEA

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?: Relocation from within hiring country only
Travel: Yes, 10 % of the Time