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Eaton is currently seeking for a EV Driver Support to join the team in Lausanne, Switzerland.

What you’ll do:

The BG (Buildings as a Grid) Electrical Vehicle Driver Support's primary function is to provide assistance and support to clients (end customers with subscriptions) of of different CPOs and EVSPs acting as a primary point of contact on several channels: telephone, e-mail, web ticket, etc. for charging issues, subscription issues, invoicing issues and related technical and usage problems.

The EV Driver Support acts as a fist point of contact for clients (L1),

Supports the process documentation and knowledge sharing sessions, tools testing and deployment and contribute to increase the customer satisfaction and the technical knowledge within the team.

She/he is for interfacing with local sales colleagues, area managers, end customers, partners wholesalers and distributors, sales or service representative when necessary to handle a variety of pre-sales or post-sales support functions. Supporting the local sales functions and external customers in areas such as documentation localization, technical or non technical assistance, product or assortment specific questions, guidance, warranty, documentation, repair requests.

-Provide support (EV chargers, subscriptions, applications, softwares) related to EATON EVCI portfolio via phone/email/webchat etc.

• Provide administrative and general support to EV drivers related their accounts, subscriptions and related the usage of the EV Charger infrastructure, network.

• Handles the claims of the EV drivers related the service provided by different EMSPs which use Eaton's CNM platform. (incorrect transactions invoiced, login/password resets, subscriptions, payments, requests about RFID cards and all other EV driver request including technical assistance, usage questions and issues)

-Takes responisibility over the case until final resolution by resolving or escalating the case to L2/L3 or quality departments and keeping the clients informed about their case while keeping the SLA.

• Initiates site interventions with service partners or field service engineers.

• Initiates RMA process and product replacements/spare part orders together with the sales organizations and order management/logistic teams.

• Provides administrative support to L1 Technical Support Engineers and the Technical Support Manager by daily ticket assignments, ticket creations, enrichment of tickets.

-Assist customers to resolve hardware and/or software issues which might involve escalations to L2 and above technical support engineers, R&D and Product Managers.

-Drive customer loyalty through quality of service, improved value and through a high-performance culture.

-Own and drive the knowledge and expertise for the EVCI product families and support processes and help in knowledge sharing sessions for new joiners and colleagues.

-Participate actively on CI projects and initiatives to increase productivity and efficiency.

Qualifications:

Secondary/high school

Skills:

Experienced in the communication with customers, claim handlings, general administrations

Experience gained in the Electro Mobility Service Providers support

Good communication skills, problem solving skills, prioritization

Fluent in French or German or Italian and English.

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.