If you desire to be part of something special, to be part of a winning team, to be part of a fun team - winning is fun.
We are looking forward to FAST Engineer (Senior Technical) in Eaton’s electrical business, based in Singapore
In Eaton, making our work exciting, engaging, meaningful; ensuring safety, health, wellness; and being a model of inclusion & diversity are already embedded in who we are - it’s in our values, part of our vision, and our clearly defined aspirational goals.
The primary responsibilities of this position include providing technical escalation support and timely solutions to Customers/Field Service Engineer inquires as well as providing onsite Field Service technical support within East Asia Region.
This person is responsible for developing and building technical expertise among Field Service Engineers for our backup power equipment life cycle service business. He/She will take the lead, in consultation with Factory R&D team, to build our field services teams with right competencies and improve our customer experience.
The person is also responsible to work with East Asia Supply Chain team on spares support management model and equipped to comply with our warranty obligations. He/she needs to help countries establish a 3 phase spares inventory min/max management in country, backed up by regional hub or factories.
Your essential responsibilities:
Leads execution of escalation procedures via phone conference calls and emails, including after office hours in support of escalations; Escalations are primarily refer as “post-sales technical support” including, but not limited to, UPS hardware, firmware, Battery, and other power-related equipment; and document published on Share Point / Eaton Technical Web/ Service Bulletin
Assists with providing 1 Phase and 3 Phase population information for EA region, through reported cases/feedback on any/all product issue(s) resolutions discovered or unresolved issues
Identifies opportunities for improvement of field procedures, and feedback/correction on related service manual content
Assists all countries in EA Region to review service procedures include start-up / rework preparedness, execution and knowledge transfer of all issues/resolutions that are encountered for a predetermined time production period
Assumes role as the point of escalation for 3 Phase Technical Support, EA Region via phone or e-mail on emergency call
Develops and coordinates site testing plans for issues escalated to identifying root cause of problems
Participates in Load Lost problem escalation and technical conference calls where data analysis and action plan development are required
Participates in the delivery of field services within EA Countries, approximately 20% the time in supporting and mentoring Customer Service Engineers
Assumes the role of technical leader during field escalations of service calls in normal business hours and after office on call basis
Assumes the role of “Standby On Call” when alert or pre-warning for an immediate response on evening and weekend technical support escalation calls where technical service is required. This include responsibility to on-site field service support for critical installed base in Singapore and execute fast recovery for key account customers when complexity fault situation is reported
To be committed & responsible for Quality Management System:
Implement the process approach and risk-based thinking
Provide the necessary support to fully implement and sustain the QMS
Communicating to the organization the importance of conforming to QMS requirements
Ensuring the QMS meets its goals
Engage, direct, and support individuals contributing to the QMS
Create a culture of continuous improvement
If you are:
Associate degree in a technical field from an accredited school and/or 2 years of equivalent experience in an equivalent technical field.
Minimum 4 years of UPS/Inverter/Electrical Technical Service Experience
Strong Organizational and Interpersonal skills
Yes! Because you are the one we are looking for, we hope to hear from you now!
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: EA East Asia
Job Level: Individual Contributor
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: Yes
Does this position offer relocation?: No
Travel: Yes, 10 % of the Time