Technical Services Specialist

Eaton's Global Energy Infrastructure Solutions (GEIS) division is currently seeking a Technical Services Specialist. This role is based in Syracuse, NY.
The expected annual salary range for this role is $77249.97 - $113299.96 a year.
Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.
What you'll do:
Position Overview:
You will provide world class customer support to both internal and external customers while following all internal policies and procedures to help meet company goals for revenue growth and profitability by providing technical support on GEIS products. This work supports knowledge management which enables sharing of information in knowledge bases - containing articles that provide users with information such as self-help, troubleshooting and task resolution.
You will be a key member of the Customer Service team for technical support and training as well as motivating the Team to fulfill the customer care objectives as laid out by the management team. This role will require interaction with a broad range of associates with business and technical backgrounds and requires the unique ability to assess and analyze technical inquiries, provide support and apply solutions which meet our strategic objectives.
This opportunity offers a growth path for larger roles within the organization, including but not limited to sales service, marketing, supply chain, or logistics. You will help drive the performance of the operations by applying best practice customer service skills and provides the opportunity to work in a fast paced, high growth environment for a corporation that supports your career development.
In this function you will:

• Serve as the Subject Matter Expert (SME) representing Customer Service for all product and technical service-related questions. Will work with product line marketing and engineering to gather product information for dissemination to Customer Service Tier 1 and Tier 2 representatives.
• Maintain and develop knowledge base articles that drive internal and external self-help, troubleshooting and task resolution. Knoweledge base management includes article creation and categorization, article review and approval, search and browse, feedback, governance and administration.
• Keep current on all GEIS products and services, and industry standards and practices.
• Problem solving of this position requires quick, independent thinking and tactful behavior when dealing with customers and distributors.
• The position will understand the flow of orders/order processing, scheduling, manufacturing, shipping, and invoicing to effectively service orders to meet customer requirements and answer escalated questions or concerns.
• Provide basic and continuous training to maintain a quality approach to customer service and ensure policies and procedures are being followed and are continuously improved and implemented.
• This position will collaborate with Engineering, Marketing, Customer Order Processing, Quality Control, Production Planning, Materials Procurement, Credit, various plant locations, Field Sales and Logistics for necessary assistance in achieving desired service levels and driving root cause solutions for reoccurring issues.
• Establish and maintain distributor, end user, and field sales confidence and enhance Eaton Crouse-Hinds' image by developing a trusting, reliable relationship through quality customer service and recommending Order Center utilization.
• Responsible for the development of frequently asked questions knowledgebase.
• The position will assist in performing call coaching and periodic monitoring of call center agents for proper technique, etiquette and ensure procedures are adhered to and optimized.

Qualifications:
Required (Basic) Qualifications:

• Bachelor's degree from an accredited institution
• Minimum 5 years of customer service experience
• Experience working with connected products
• No relocation is offered for this position. All candidates must currently reside within 50 miles of Syracuse, NY to be considered. Active-Duty Military Service member candidates are exempt from the geographical area limitation.
• Must be able to work in the United States without corporate sponsorship now and within the future.
• This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee

Preferred Qualifications:

• BS in Communication, Business, Marketing or Engineering desirable
• Prior knowledge of Crouse-Hinds products and processes
• Experience with SAP, Finesse, eGain, SharePoint and Case Management
• Prior sales and service experience in customer service, supply chain management or marketing
• Experience working in an operations or manufacturing setting

Skills:
Skills / Position Criteria:

• Proficient in Microsoft Office applications (particularly Outlook, Word & Excel)
• Demonstrated ability to analyze, provide ideas for resolution, identify and implement solutions, and have a continuous improvement mindset
• Highly efficient and creative problem solver with a technical aptitude
• Action orientated and proactive
• Strong communication and presentation skills
• Ability to multi-task and quickly set priorities

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.
Eaton considers qualified applicants regardless of criminal histories, consistent with local laws. To request a disability-related reasonable accommodation to assist you in your job search, application or interview process, please call us at 1-800-836-6345 to discuss your specific need. Only accommodation requests will be accepted by this phone number.
We know that good benefit programs are important to employees and their families. Eaton provides various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work. Click here for more detail: Eaton Benefits Overview. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.