EATON Looking for Team Leader – Technical helpdesk at Puducherry, Puducherry Full Time

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 Team Leader – Technical helpdesk based in Pondicherry, India. 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 exciting role offers opportunity to:

We have a strong customer base all across India where we have installed & commissioned our UPS & other electrical products. All customers are given 24*7 helpdesk number & email to log on their issues, request. The primary job of help desk is to understand the customer’s requirement/Issues/complaints & resolve it if possible immediately or assign a customer to resolve it in a stipulated time. This position shall be over all in charge for the India help desk and will lead a team of 14 technical team members

Overall responsibility of Helpdesk day to day operations and shift management.

Customer handling & customer satisfaction – TAT (turn around time) management external customer calls.

Help Desk team roster management. (preparation and processing monthly roster)

Responsible for all calls closure as per SLA(service level agreements).

Internal customers SLA management – spare order, reverse pick up order etc..

Responsible for escalation management, root cause analysis, cases studies and proactive actions.

Filed service management – call assigning, closure, Customer satisfaction index.

Responsible for training team member and sign of the process.

Reports – daily, weekly, monthly & quarterly MIS.

SAP – ticket management

Responsible to implement new process/ business requirement and manage.

Regular and disciplined in service reporting.

Qualifications

Requirement:
BE/B tech– Any stream. Electrical/Electronics & Telecommunication specialization preferred

Process oriented, analytical mindset and customer focused individual with a drive to provide highest level of field service support to the team to improve sales and profitability.

Candidates who have worked in SAP environment will have an added advantage

Should have hands on experience in PowerPoint, excel & powerBI

Minimum of 3 to 5 years’ experience in customer service & team management of 5 – 10 members

Strong interpersonal skills.

Multilingual capacity – English & Hindi is must.

Yes! Because you are the one we are looking for, we hope to hear from you now!

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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: Operational Excellence

Region: Asia Pacific

Organization: PQD India

Job Level: Team Leader/Supervisor

Schedule: Full-time

Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: No

Does this position offer relocation?: Relocation from within hiring country only

Travel: Yes, 10 % of the Time