Lead Engineer (3phase UPS support)

If you desire to be part of something special, to be part of a winning team, to be part of a fun team – winning is fun. We are looking forward to a Lead Engineer, After sales Technical support in Eaton’s Electrical business, based in Singapore. In Eaton, making our work exciting, engaging, meaningful; ensuring safety, health, wellness; and being a model of inclusion & diversity are already embedded in who we are - it’s in our values, part of our vision, and our clearly defined aspirational goals. This person is responsible for leading and directing the Technical Support staff in providing technical escalation support and timely solutions to Customers/Field Service Eng inquiries as well as providing onsite Field Service technical support within EA Region. This person is responsible for developing and building technical expertise among Field Service Engineers for our backup power equipment life cycle service business. He/She will take the lead, in consultation with Factory R&D team, to build our field services teams with right competencies and improve our customer experience. You will responsible to work with East Asia Supply Chain team on spares support management model and equipped to comply with our warranty obligations. He/she needs to help countries establish a 3 phase spares inventory min/max management in country, backed up by regional hub or factories. Manage a world class Technical Support organization leveraging best practice methodology Lead, motivate, and develop a team of local and field-based technical support professionals Develop and maintain positive working relationships with Product Managers, R&D, Marketing, New Product Service Engineering, and other internal customers Serve as an escalation point for major customer requests and issues Leads execution of escalation procedures via phone conference calls and emails, including after office hours in support of escalations; Escalations are primarily refer as “post-sales technical support” including, but not limited to, UPS hardware, firmware, Battery, and other power-related equipment; and document published on Share Point / Eaton Technical Web/ Service Bulletin Assists with providing 1 Phase and 3 Phase population information for EA region, through reported cases/feedback on any/all product issue(s) resolutions discovered or unresolved issues Identifies opportunities for improvement of field procedures, and feedback/correction on related service manual content Assists all countries in EA Region to review service procedures include start-up / rework preparedness, execution and knowledge transfer of all issues/resolutions that are encountered for a predetermined time production period Assumes role as the point of escalation for 3 Phase Technical Support, EA Region via phone or e-mail on emergency call Develops and coordinates site testing plans for issues escalated to identifying root cause of problems Participates in Load Lost problem escalation and technical conference calls where data analysis and action plan development are required Participates in the delivery of field services within EA Countries, approximately 20% the time in supporting and mentoring Customer Service Engineers Assumes the role of technical leader during field escalations of service calls in normal business hours and after office on call basis Assumes the role of “Standby On Call” when alert or pre-warning for an immediate response on evening and weekend technical support escalation calls where technical service is required. This include responsibility to on-site field service support for critical installed base in Singapore and execute fast recovery for key account customers when complexity fault situation is reported To be committed & responsible for Quality Management System: Implement the process approach and risk-based thinking Provide the necessary support to fully implement and sustain the QMS Communicating to the organization the importance of conforming to QMS requirements Ensuring the QMS meets its goals Engage, direct, and support individuals contributing to the QMS Create a culture of continuous improvement If you desire to be part of something special, to be part of a winning team, to be part of a fun team – winning is fun. We are looking forward to a Lead Engineer, After sales Technical support in Eaton’s Electrical business, based in Singapore. In Eaton, making our work exciting, engaging, meaningful; ensuring safety, health, wellness; and being a model of inclusion & diversity are already embedded in who we are - it’s in our values, part of our vision, and our clearly defined aspirational goals. This person is responsible for leading and directing the Technical Support staff in providing technical escalation support and timely solutions to Customers/Field Service Eng inquiries as well as providing onsite Field Service technical support within EA Region. This person is responsible for developing and building technical expertise among Field Service Engineers for our backup power equipment life cycle service business. He/She will take the lead, in consultation with Factory R&D team, to build our field services teams with right competencies and improve our customer experience. You will responsible to work with East Asia Supply Chain team on spares support management model and equipped to comply with our warranty obligations. He/she needs to help countries establish a 3 phase spares inventory min/max management in country, backed up by regional hub or factories. Manage a world class Technical Support organization leveraging best practice methodology Lead, motivate, and develop a team of local and field-based technical support professionals Develop and maintain positive working relationships with Product Managers, R&D, Marketing, New Product Service Engineering, and other internal customers Serve as an escalation point for major customer requests and issues Leads execution of escalation procedures via phone conference calls and emails, including after office hours in support of escalations; Escalations are primarily refer as “post-sales technical support” including, but not limited to, UPS hardware, firmware, Battery, and other power-related equipment; and document published on Share Point / Eaton Technical Web/ Service Bulletin Assists with providing 1 Phase and 3 Phase population information for EA region, through reported cases/feedback on any/all product issue(s) resolutions discovered or unresolved issues Identifies opportunities for improvement of field procedures, and feedback/correction on related service manual content Assists all countries in EA Region to review service procedures include start-up / rework preparedness, execution and knowledge transfer of all issues/resolutions that are encountered for a predetermined time production period Assumes role as the point of escalation for 3 Phase Technical Support, EA Region via phone or e-mail on emergency call Develops and coordinates site testing plans for issues escalated to identifying root cause of problems Participates in Load Lost problem escalation and technical conference calls where data analysis and action plan development are required Participates in the delivery of field services within EA Countries, approximately 20% the time in supporting and mentoring Customer Service Engineers Assumes the role of technical leader during field escalations of service calls in normal business hours and after office on call basis Assumes the role of “Standby On Call” when alert or pre-warning for an immediate response on evening and weekend technical support escalation calls where technical service is required. This include responsibility to on-site field service support for critical installed base in Singapore and execute fast recovery for key account customers when complexity fault situation is reported To be committed & responsible for Quality Management System: Implement the process approach and risk-based thinking Provide the necessary support to fully implement and sustain the QMS Communicating to the organization the importance of conforming to QMS requirements Ensuring the QMS meets its goals Engage, direct, and support individuals contributing to the QMS Create a culture of continuous improvement Qualifications Qualifications Associate degree in a technical field from an accredited school and 10 years of equivalent experience in an equivalent technical field. Minimum 8 years of UPS Technical Service Experience Experience in direct / Indirect team leadership Background in Power Electronics will be an added advantage #LI-PB Yes! Because you are the one we are looking for, we hope to hear from you now! What you will get from us Eaton’s mission is to improve the quality of life and the environment through the use of power management technologies and services. We provide sustainable solutions that help our customers effectively manage electrical, hydraulic and mechanical power – more safely, more efficiently and more reliably. Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each day. It’s where bold, bright professionals like you can reach your full potential—and where you can help us reach ours. Eaton’s 2020 revenues were $17.9 billion, and we sell products to customers in more than 175 countries. We have approximately 85,000 employees. We make work exciting, engaging and meaningful for our employees through our dedication to tackling some of the toughest power management challenges on the planet and by never losing sight of what matters. Our culture is built on a strong commitment to practicing our core values and supporting our employees with the tools they need to succeed. We pledge to always foster a diverse and inclusive environment, including inclusion resource groups that bring together employees who share a common purpose, interest or background. In the past year, our company has received top employment recognition by the Human Rights Campaign and almost fifty percent of our Board of Directors represented diverse groups. When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger. We have demonstrated our passion for sustainability with the recent announcement of cutting carbon emissions from the company’s operations by at least 50 percent by 2030. We are ethical, passionate, accountable, efficient, transparent and committed to learning. We are confident we can deliver on our promise to improve the quality of life and the environment because of the attributes that our employees embody. 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. Job: Engineering Region: Asia Pacific Organization: EA East Asia Job Level: Manager Schedule: Full-time Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: Yes – Hybrid Does this position offer relocation?: No Travel: Yes, 10 % of the Time