Post Sales Support Specialist

Eaton's Electrical sector is currently seeking a Post Sales Support Specialist to join our EatonCare team. This position is based at our Burlington, ON facility and offers benefits from day one.

The expected annual salary range for this role is $75000 - $94000 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:

The Post Sales Support Specialist is responsible for resolution of EatonCare commercial issues, will maintain customer satisfaction and minimize costs associated with the resolution of these issues. Working within the parameter of quality, warranty policies, and other functional groups, this role will ensure customer requirements are fulfilled and issues leading to the commercial / warranty concern are resolved.

Who we are:
Eaton's Electrical Sector is a global leader in providing innovative electrical solutions. We power the world around us, including our homes, schools, hospitals, retail stores, factories, data centers, and more.

You will be part of the EatonCare Canada team, committed to providing exceptional project post sales management to our customers. Our orders consist of electrical products and services provided as a comprehensive solution to meet our customers' needs.

Joining EatonCare Canada means being part of a dynamic and supportive team that is committed to professional growth and development. As a Post Sales Support Specialist, you will leverage your knowledge of the electrical industry and gain insight into our business, preparing you for a successful career in Eaton.

Essential Functions Include:
Reporting
• Utilize the Customer Quality Management (CQM) process for each issue by providing timely input, responsiveness to all parties,
• Determination of root cause, permanent resolution, verification, trend analysis and accurate reporting of commercial issues.
• Follow up to ensure eWarfs (Electronic Warranty Forms) are initiated to Electrical Engineering Services and Systems (EESS).
• Analysis of all CQM warranty issues on a monthly basis, raise the required corrective action requests (CARs) and ensure effective and validated solutions are employed for these CARs.

Warranty Issue Determination and Resolution for all distribution and control products sold in Canada and USA
• Warranty issues include: equipment failure, misfit of parts or assemblies, nonconformance to specifications, malfunction of equipment, incorrect material and missing parts. Issues must adhere to the requirements of Eaton Electrical Warranty Policy.
• Provide support interface and expertise between operations and customers (including Sales and EESS) to proactively identify, anticipate and satisfy their needs and expectations.
• Ensure resolution of the issue is according to the warranty procedures and policies.

Commercial Authorization and Warranty Process
• Obtain approval from the Product Manager to proceed with sponsoring the resolution.
• Initiate a CQM process.
• Coordinate with the operations to initiate a purchase order to authorize EESS to resolve the customer issue.
• Provide assistance to the customer, sales, EESS and operations to resolve any discrepancies.
• Coordinate with operations should a RMA be required to return components from the field.

• Perform other duties or tasks as assigned

What will make you successful?

The ideal candidate consistently delivers results in a fast-paced environment. You demonstrate strong analytical skills, attention to detail, and creative problem-solving abilities. You communicate effectively, collaborate seamlessly with Sales Engineers and Product Engineers. You are highly organized, proficient with Office 365 and other digital tools, and adapt quickly to new technologies to support effective project execution. We are looking for candidates who are diverse in their backgrounds, perspectives, and experiences, and who can bring fresh and innovative ideas to our team.