What you’ll do:
The primary function is to provide advanced technical support and troubleshooting assistance to end-users customers and internal partners, acting as a primary point of contact on several channels: e-mail, telephone, web ticket, etc. for electrical product portfolio, in specific devices for EATON Electrical division. Responsible for interfacing with end customers, but also wholesalers and distributors, panel builders, designers, logistics, quality department, product management, R&D, manufacturing and/or sales or service representative when necessary to handle a variety of pre-sales or post-sales functions. The Software Specialist Engineer act as a first point of escalation for not-standard inquiries and advanced troubleshooting on software cases and is able to provide training on products and processes to team members, end-users, customers, colleagues from the same or different department. Participate in strategical decisions about process improvements, tools deployment and contribute to increase the customer satisfaction and the technical knowledge within the team. Provides individual contribution in process documentation and knowledge sharing sessions.
Main Responsibilities:
- Act as a technical specialist for resolving not-standard customer requests related to Software & Connectivity via phone/email/webchat etc.
- Provide assistance to software issues which involve L3 and above technical support engineers, R&D and Product Managers.
- Manage administratively the trial licenses for the supported regions and help partners/Customer to deploy and use the trial license.
- Train partners (face-to-face or remotely) for the supported regions on Eaton Software & Connectivity offer.
- Manage incoming requests relate the Remote Monitoring Software project depending on the workload.
- Proactively act as expert team member for customers and partners to carry out and identify solutions to standard and non-standard task/queries.
- Contribute to knowledge sharing sessions and CI initiatives within and outside of team to adapt best practices at BSC Budapest.
- Contribute to secure customer satisfaction, reduce customer effort and achieve cycle time/cost improvements through team-based problem solving.
- Actively support in daily/weekly/monthly team reporting creation.
- Lead knowledge sharing sessions within and outside of team to adapt best practices at BSC Budapest.
Qualifications:
- Degree in Engineering or Computer Science (Electronic/Telecommunications is an plus)
- Minimum 3 years of experience in Technical Support / Engineering
Skills:
- Fluent level of French and English
- Advanced understanding of electrical products and applications
- Advanced Network knowledge and communication protocoles
- Analytical mindset, communication skills, problem-solving
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.
