Global Technical Support

What you’ll do:

The Global Technical Support operator will offer in depth technical knowledge on our Fire / Life safety product portfolio. They will be able to communicate both verbally and in written format in a clear, concise manner, addressing customer queries on product related issues in the field from comprehensive scenario testing and technical verification of product, both legacy and new. Confident in delivering product training on our portfolio of equipment to internal and external stakeholders. The candidate should be a team player and able to consolidate technical responses with peers to ensure the dissemination of exacting information.     

• Support internal and external stakeholders on all reported technical issues relating to the Fire / Life safety portfolio
• First line response to stakeholders via, Telephone, Email or Business Applications, i.e., Teams
• Provide accurate logs of all technical interactions to enable comprehensive KPI reporting
• Report creation/generation, capture all relevant information on issues reported in the field ensuring that the information gathered is reported into the quality system for review and resolution.  
• Investigate and source key information from different systems/departments to ensure stakeholders expectations are met and resolved in a timely manner
• Liaise with Sales department on product application and system design development
• Deliver comprehensive training to internal and external stakeholders, in conjunction with the Training Team, ensure all training needs are met so as stakeholders are confident with product knowledge to complete tasks
• Be able to build recreations of product faults noted from stakeholders and Cause & Effect scenarios, within a laboratory environment, to help identify current product and field operation issues
• Be capable of building test 'rigs’ and following technical test scripts to assist in the verification of existing and new product
• Ability to research technical data from various sources both internally and externally
  
  

Qualifications:

• Level 5 or equivalent in engineering field
• A proven track record within installation, maintaining & commissioning of fire alarm and associated Life Safety systems with a minimum of 5-10 years experience
• Some level of support function experience preferred
• The candidate will require extensive knowledge of life safety systems within the regional areas supported, ideally with a proven track record demonstration within servicing and commissioning  with a  minimum of 5-10 years. They will also need to be able to demonstrate a very competent level of understanding of BS5839-pt1, BS5839-8, BS5839-9 and EN-54 as a minimum. An understanding of system design requirements would be an advantage.
  
  

Skills:

• Knowledge and experience of deploying IP based systems within the Life Safety discipline
• Analytical thinking
• Ethical mind set at all times
• Interpersonal and influencing skills, ability to coordinate within & outside of own team
• Strong organizational skills, ability to multi-task and problem solve
• Good verbal and written communication, the ability to lead the conversation and get facts & information across in a professional manner
• Good understanding of computers and software packages
• Work well within a team environment, whilst being able to plan and execute own work initiatives
• Strong presentation skills
• Involvement in site required activities outside of core role. i.e. Fire Marshall or First Aider, Team Rep.

What we offer:

• Competitive compensation and benefits package
• Challenging projects in dynamic collaborative team
• We make your aspirations matter – Eaton encourages internal promotion, whenever possible
• We make your growth matter - We invest in our employees for the long term – not just with salary and benefits, but with ongoing learning and development opportunities made available through Eaton University
• We make your contributions matter - reliability, safety, efficiency, and sustainability are at the core of our dedication to improving people’s lives and the environment through power management technologies
• We make your wellbeing matter – We put your health and safety first. Wellness at Eaton is more than a program, it’s about changing the environment by offering the right tools to help empower employees to make that happen

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, color, 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.

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