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We're now looking for a Technical Support Representative who will offer in depth technical knowledge on our Fire / Life safety product portfolio globally. Eaton's Cwmbran facility is the center of excellence for the Fire product line, a leading manufacturer and a global supplier of high-quality fire systems and devices.
What you'll do:
As the Technical Support Representative you will be able to communicate both verbally and in written format in a clear, concise manner, addressing customer queries on product related issues in the field from comprehensive scenario testing and technical verification of new product . You will be confident in delivering product training on our portfolio of equipment to internal and external stakeholders.
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Responsibilities:
- Support internal and external stakeholders on all reported technical issues relating to the Fire / Life safety portfolio
- First line response to stakeholders via, Telephone, Email or Business Applications, i.e., Teams
- Provide accurate logs of all technical interactions to enable comprehensive KPI reporting
- Report creation/generation, capture all relevant information on issues reported in the field ensuring that the information gathered is reported into the quality system for review and resolution
- Investigate and source key information from different systems/departments to ensure stakeholders expectations are met and resolved in a timely manner
- Liaise with Sales department on product application and system design development
- Deliver comprehensive training to internal and external stakeholders, in conjunction with the Training Team
- Be able to build recreations of product faults noted from stakeholders and Cause & Effect scenarios
- Be capable of building test "rigs' and following technical test scripts to assist in the verification of existing and new product
Qualifications:
- Previous transferrable experience in a Life Safety industry- for ex. in Customer Support or Engineering function
- Extensive knowledge of life safety systems within the regional areas supported, ideally with a proven track record demonstration within servicing and commissioning
- Very good understanding of BS5839-pt1, BS5839-8, BS5839-9 and EN-54
Skills:
- Analytical thinking
- Interpersonal and influencing skills, ability to coordinate within & outside of own team
- Good verbal and written communication, the ability to lead the conversation and get facts & information across in a professional manner
What we offer:
- Challenging projects in dynamic collaborative team
- We make your aspirations matter - Eaton encourages internal promotion, whenever possible
- We make your growth matter - We invest in our employees for the long term - not just with salary and benefits, but with ongoing learning and development opportunities made available through Eaton University
- We make your contributions matter - reliability, safety, efficiency, and sustainability are at the core of our dedication to improving people's lives and the environment through power management technologies.
- We make your wellbeing matter - We put your health and safety first. Wellness at Eaton is more than a program, it's about changing the environment by offering the right tools to help empower employees to make that happen
We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.
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