Team Leader, Utility Customer Support

Team Leader, Utility Customer Support

Eaton's North American Sales Division has an opening for a Team Leader, Utility Customer Support. This is a hybrid role located in our Waukesha, WI facility.

What You'll Do:

The Team Leader's primary responsibilities include performing functional excellence in managing the activities of Utility Inside Sales Representatives who provide customer support for the utility market. Responsible for managing daily operations of a regional team(s) including management of personnel, interfacing with customers, sales representatives and other management personnel. Responsible for driving resolution of customer issues as well as leading continuous improvement initiatives and implementing best practices to improve customer satisfaction, department responsiveness and support customer service center programs.

In this function you will:

• Provide direction and manage day to day functions of assigned regions and the Utility customer support team members.
• Resolves difficult issues with tact to ensure company policies and procedures are followed and business relationships are maintained.
• Utilize departmental reports, electronic tools and data analysis to measure and ensure customer satisfaction, productivity, and efficiency that support profitable business growth.
• Lead and participate in projects and process improvement efforts to enhance organizational performance, process standardization and efficiency.
• Create strong goals, development plans, and conduct performance reviews for the team. Develop, coach and train personnel to improve professionalism, productivity and teaming.
• Increase outward awareness of the capabilities of the Utility Eaton Care customer support team and drive improvements in service level responses to both internal and external customers.
• Work with manager and HR to facilitate interviewing and hiring of new team members.
• Work closely with manager, Utility field sales and internal product teams to align resources and customer support to meet and/or exceed annual objectives for the sales and business organizations.
• Work effectively with manager to drive consistent expectations and behaviors that align with the entire Eaton Care Customer Support organization.
• Influence overall strategic department plan
• Any other duties as required

Qualifications:

Basic Qualifications:

• Bachelor's degree from an accredited institution
• Minimum 5 years of relevant experience (Customer service, inside sales, proposal support, operations, marketing/sales) environment.
• Relocation assistance is not available. Candidates must currently reside within a 50 mile radius of Waukesha, WI to be considered.
• Eaton will not consider applicants for employment immigration sponsorship or support for this position. This means that Eaton will not support any CPT, OPT, or STEM OPT plans, F-1 to H-1B, H-1B cap registration, O-1, E-3, TN status, I-485 job portability, etc.

Preferred Qualifications:

• Business or Engineering related degree.
• Experience with SAP Business enterprise software.
• Experience with Salesforce CRM software.
• Electrical industry, manufacturing and distribution background.
• Experience managing others in high performance culture.
• Work experience in a customer support role for technical products.

Skills:

Position Criteria:

• Strong knowledge of customer service, customer relations and employee development
• Strong interpersonal and communication skills and the ability to effectively interact with both internal and external customers through various mediums
• Commercial experience working in marketing/sales and manufacturing environment
• Ability to prioritize and execute multiple tasks in an efficient manner and to work on multiple projects simultaneously and independently.
• Proven skills in process improvement, standardization and project implementation

The expected annual salary range for this role is $97000 - $143000 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.