Eaton Corporation Senior FAST Engineer in Beijing Shi, China
The primary responsibilities of this position include providing escalation support and timely solutions to any/all Customer and or Field Staff technical inquires as well as providing Field Service with on-site technical support.
A. Leads execution of escalation procedures via phone conference calls, including after hours on call rotation in support of escalations; Escalations are primarily “post-sales” including, but not limited to, UPS hardware, Battery, and other power- related equipment
B. Assists with providing information for the population in APAC region, through providing feedback on any/all product issue(s) resolutions discovered or unresolved issues.
C. Identifies opportunities for improvement of field procedures, and related service manual content.
D. Assists with new product introductions by coordinating joint APAC Engineering, APAC service training, field service and TS activities to assure start-up preparedness, execution and knowledge transfer of all issues/resolutions that are encountered for a predetermined time production period.
E. Assumes role as the point of escalation for international requests that enter 3 Phase Technical Support via phone or e-mail.
F. Assumes the role as the point of escalation, traveling to technical and/or commercial field emergencies at any North Asian customer location during normal business hours and on an on call basis.
G. Develops and coordinates site testing plans to identifying root cause of technical problems.
H. Participates in Load Loss problem solving escalation conference calls where data analysis and action plan development are required.
I. Participates in the delivery of field services, approximately 20% the time, mentoring Field Service Engineers.
J. Assumes the role of technical leader during site escalations of service calls during normal business hours and on an on call basis.
K. Assumes the role as technical liaison between Eaton and key strategic customers during routine (non-emergency) field service events.
L. Participates as part of the National Service Delivery Team as well as the Technical Support Team.
M. Assumes the role of primary/secondary “On Call” on a rotating basis where an immediate response to evening and weekend technical support escalation calls are required.
A. Associate’s Degree in a technical field from an accredited school and/or 2 years of equivalent experience in a technical field.
B. Minimum 5 years of Technical UPS Experience on Eaton supported products
C. Strong Organizational and Interpersonal skills
D. Self-learning and innovation motivation.
E. Good writing and oral English skill.
Eaton is a power management company with 2016 sales of $19.7 billion. We provide energy-efficient solutions that help our customers effectively manage electrical, hydraulic and mechanical power more efficiently, safely and sustainably. Eaton is dedicated to improving the quality of life and the environment through the use of power management technologies and services. Eaton has approximately 95,000 employees and sells products to customers in more than 175 countries. For more information, visit Eaton.com.
At Eaton we see things differently. We see opportunities to innovate, go above and beyond, and we work hard because what we do reflects who we are. If you see things differently – if you’re determined, motivated and focused on improving the world around you – then it’s time to see where a career at Eaton can take you. For more information visit www. Eaton.com/careers.
Region: Asia Pacific
Organization: PQD CPSD Critical Power Solutions Division
Job Level: Individual Contributor
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: No
Does this position offer relocation?: No
Travel: Yes, 25 % of the Time