Technical Support Engineer – German Speaker

Eaton


What you’ll do:

Your main duties:

You will be interfacing with local sales colleagues, area managers, end customers, partners wholesalers and distributors, designers and/or sales or service representative when necessary to handle a variety of pre-sales or post-sales technical support functions. Supporting the local sales functions and external customers in areas such as documentation localization, technical assistance, product or assortment specific questions, technical guidance, warranty, documentation, repair/calibration request and troubleshooting.

  • Manage cross references and provide technical support in choosing the components among the EATON product portfolio and competitors
  • Assist internal and external customers with product selection and application assistance via email and phone
  • Provide L1 technical support (hardware and/or software) related to EATON BG portfolio via phone/email/webchat etc
  • Takes responsibility over the case until final resolution by resolving or escalating the case to L2/L3 or quality departments and keeping the clients informed about their case while keeping the SLA
  • Initiates site interventions with service partners or field service engineers
  • Initiates RMA process and product replacements/spare part orders together with the sales organizations and order management/logistic teams
  • Provide support in testing for the development of engineering software and tools for design and quotations
  • Support the localization of in-country based technical and commercial documentations
  • Assist customers to resolve hardware and/or software issues which might involve escalations to L2 and above technical support engineers, R&D and Product Managers
  • Own and drive the technical knowledge and expertise for the EVCI product families and help in knowledge sharing sessions for new joiners and colleagues
  • Participate actively on CI projects and initiatives to increase productivity and efficiency from team and BSC activities

Qualifications:

  • Engineering or equivalent Technical Degree (Electrical is an advantage)

Skills:

  • Proven experience in Electrical field/Industrial Engineering
  • Advanced understanding of electrical products and applications
  • Analytical mindset, sales and business acumen
  • Fluent in English and in German

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