Eaton's North American Sales division is currently seeking a Technical Resource Center (TRC) Manager to join their team. This hybrid position will be located in Arden, NC. Relocation assistance will be available for the successful candidate residing outside a 50-mile radius of this location. It's a fantastic opportunity to manage tier 1 and tier 2 technical support personnel, while driving continuous improvement and customer-centric outcomes.
The expected annual salary range for this role is $108,749.97 - $159,499.96 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:
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The primary function of this position is to manage and provide leadership for Lead Technical Support Engineers (TSE) and Application Engineers (AE). These teams provide technical support for the Automation, Drives, Meters and Relays product lines. The teams provides product selection, troubleshooting, and application assistance via phone, chat and email.
Responsibilities:
• Provide leadership within the TRC to hire and develop the team of Lead Technical Support Engineers and Application Engineers
• Work closely with the TRC Application Engineers to develop and implement product training for the TRC
• Promote a strong partnership with sales and marketing teams.
• Support NAS and product marketing with business information and drive utilization of this information by the businesses.
• Manage the team through Talent Hub (Goal and Development planning) process.
• Conduct performance reviews.
• Work with HR to facilitate interviewing and hiring of new team members.
• Work with the TRC manager and others in the development and deployment of organizational strategy.
• Provide team with customer service escalation support.
• Review team metrics, provide analysis, and lead corrective action planning and execution.
• Assist the TRC manager in process improvement and maintenance of the Contact Center, Salesforce Case, Salesforce Knowledge Management systems
• Develop the necessary reports across the applications to drive improvement
• Implement Quality Assurance process
• Provide the team with the day to day operational support
Qualifications:
Basic Qualifications:
• Bachelor's degree from an accredited institution
• Minimum of seven (7) years of engineering or technical support experience
• Leader of people experience
• Candidates must be legally authorized to work in the US without company sponsorship now or in the future
Preferred Qualifications:
• BS/BA degree in a technical field preferred.
• Proficient with MS office
Skills:
• Eaton Leadership competencies including Accountability, Getting Results, Building Organizational Capabilities, and Strategic Thinking
• Problem solving
• Business acumen
• Effective communication
• Customer service skills
• Market and Industry knowledge
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 believes in second chance employment. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws.
You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Eaton is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.
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.