UPS Support Coordinator

Eaton is an intelligent power management company dedicated to improving the quality of life and protecting the environment for people everywhere. The Power Quality (PQ) division at Eaton Electrical provides power management solutions including uninterruptable power supplies (UPS's), surge protective devices, power distribution units (PDU's), remote monitoring, software, power factor correction, airflow management, rack enclosures and services. We strive for continued success in leveraging technical innovation to develop next-generation solutions.

We are looking for UPS Support Coordinator to provide Level 2 support to field service engineers, clients and service providers. The successful candidate will be based in Mascot and work with sales, service and technical teams to ensure the best customer service for our UPS product and solution range.

Key Duties:

• Provide L1 technical support and customer service to clients, service providers and field service engineers across our UPS product range.
• Answer helpdesk calls, emails and coordinate resolutions to end users.
• First point of contact for single phase technical enquiries resulting in fault finding.
• Liaise with Warranty Coordinator in addressing warranty replacements.
• Work directly and collaboratively with sales, service, technical teams and other internal departments to resolve and/or escalate customer issues and concerns.
• Support the Customer Service & sales Team as required to ensure the delivery of customer requests within defined SLA's.
• Proactively manage customer concerns in a manner that delivers against both customer and business objectives to create mutually beneficial outcomes.
• Develop sound knowledge of the company's products, policies and standards. Ensue that changes to products and solutions are documented and accurate.
• Work within team environment to support the achievement of the division's sales and margin objectives.

• Minimum 2 years of experience in a technical support role preferably in electrical or industrial manufacturing

• SAP or other business system equivalent experience - preferable
• Intermediate MS Office skills

• Ability to organize, priorities, plan, follow up and work autonomously
• Able to work under pressure, high resilience, and problem-solving skills

• Free on-site parking
• Flexible working arrangements
• Competitive salary with access to bonus scheme
• Volunteer days
• Outstanding training and development programs for both professional and personal development