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Eaton’s EESS division is currently seeking a Enhanced Support Lead Engineer. This position is based at the Eaton Americas Innovation Center in Brossard, Québec, Canada. This role offers hybrid work opportunities, as well as benefits from day one. Candidates must reside within 80km of Brossard, Québec, Canada.

The primary function of this role is to create value for the customer and Eaton by acting as a champion on behalf of specific customers. This position advocates proactively for customers to support strategic accounts, meet overall customer satisfaction goals, assist in driving revenue, resolve difficult technical issues and help reduce overall support volume. By providing more satisfying service and increasing time spent where there is more customer value, this role directly improves our customer centric focus and helps with targeted quality assurance.

What you’ll do:

What you’ll do:

You will manage technical support and service relationships with key customers, either paying for Enhanced Support or identified by management. As the primary contact, you will establish regular communication, act proactively, and become the subject matter expert on their specific environments. You will lead cross-functional initiatives to solve customer problems and negotiate resources and priorities. Additionally, you will interface with customer personnel across various levels to resolve technical and commercial issues.

Collaboration with the Project Deployment team is essential to help customers transition from deployment projects to ongoing support. You will address training gaps, improve customer-specific documentation, and conduct annual reviews with assigned customers. Participation in strategic internal reviews and creating periodic status reports for customers and stakeholders are key responsibilities.

Leveraging customer relationships to forecast needs and provide Voice of the Customer (VOC) feedback to Eaton is crucial. You will lead continuous improvement actions, champion support tickets and RMAs, and take ownership of support tickets as necessary. Upgrading processes, deploying new initiatives, and recommending solutions based on analysis and trends are part of the role. Additionally, you will train and mentor staff to achieve greater customer satisfaction, maintain knowledge of competitive market factors, and leverage Eaton Corporation’s advantages. Finally, you will help manage the Net Promoter Score (NPS) processes.

What will make you successful?

A highly experienced professional with a strong background in electric utility grid technology projects and business processes will excel in this role. The ideal candidate will have extensive experience with Eaton’s CYME, Yukon, and IMS software product lines, as well as their AMI, Demand Response, Distribution Automation, and Substation Automation hardware lines. Proficiency in communications hardware, firmware, and enterprise software systems is essential. Additionally, the candidate should be adept at using customer relationship management (CRM) platforms or similar applications and have participated in well-known service management practices such as DevOps and ITIL. A Project Management Professional Certification is preferred.

The successful candidate will have a proven track record of demonstrating teamwork, time management, customer service skills, and the ability to multitask in an interrupt-based environment. They must be capable of presenting information persuasively and professionally, and diplomatically asserting the leadership role required. The candidate should demonstrate the ability to take ownership of assignments and prioritize customer satisfaction. They will be responsible for planning and executing presentations on specific products and services to both internal and external customers to gain recognition and acceptance. Consistent demonstration of effective planning, leadership, and communication of results is essential.

Qualifications:

Basic Required Qualifications:

• Bachelor’s Degree from an accredited institution.

• Minimum of three (3) years of direct customer-facing account support or experience managing external and internal Customer projects.

• Ability to travel up to 25%.

• Fluency in French and English is required for this position in order to communicate with colleagues, customers, and partners located inside and outside of Quebec, as well as to understand technical documentation in the field of our industry.

• All candidates being considered must currently live within 80 kilometers of Brossard, Québec, Canada.

• Must be legally authorized to work in Canada without corporate sponsorship now and in the future.

Preferred Qualifications:

• Bachelor’s degree in a technical discipline such as Electrical Engineering, Computer Engineering, Computer Science or Information Technology, from an accredited institution.

• Five (5) or more years of direct customer-facing account support or experience managing external and internal Customer projects.

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.