Eaton Corporation Software-as-Service Project Manager in Raleigh, North Carolina

Eaton has an opening for a Software-as-a-Service - project manager in Raleigh NC.

Primary Responsibility:

The Software-as-a-Service Project Manager position is responsible for providing customer support and executing projects identified as critical to the success of the Power Quality Division of Eaton. The position will support technical inquires, track customer issues to resolution, and provide project management support for the installation, activation, and customer onboarding for the division’s software-as-a-service offering. In addition, the position will support associated software, connectivity, and monitoring portfolios. The position will work closely with the division’s field service, engineering, product line, and customer support teams and may require customer site visits to resolve customer issues and after hour support when necessary.

Essential Functions:

• Coordinate and provide technical support for Eaton’s software-as-a-service portfolio including, but not limited to, PredictPulse, IPM, VPM, VMWare integration, and building management integrations that use communication protocols such as Modbus and Bacnet. Provide onsite assistance as applicable

• Troubleshoot IT network and connectivity issues with Eaton customers that may include, but not limited to, Ethernet issues, IT network configuration settings, e-mail relay settings, and IT switch & router settings

• Capture, report, and track to closure customer issues and report out on project issue status

• Primary Eaton contact for major escalated customer issues. Support resolution of field and site issues that may arise. Manage customer issues that may involve coordination and collaboration with the customer, sales channel, management, field service, customer support, or engineering

• Develop and maintain the support and execution process including the ease of enrollment for Eaton customers that have purchased Power Quality’s Software-as-a-Service products

• Develop overall project schedules, including coordination and execution with customers, field service operations, and customer support. Ensure project deliverables are met and service is scheduled on time and per customer specifications

• Organize, monitor, and drive team activities to deliver project objectives including, but not limited to, critical path scheduling, quality, and performance. Monitor project status and regularly communicate status, risks, and project updates to key stakeholders

• Drive compliance with project records and folders including proper maintenance of all documentation

• Manage phone and email requests on a daily basis, from end-users and the division’s field service team; requests are post-sales including, but not limited to, UPS software / connectivity and remote monitoring of power- related equipment

• Document calls received via the department’s AVAYA phone system by leveraging Oracle and Solutions Incident Tracking system and update remote monitoring applications, knowledge database, SharePoint, and other data repositories. Follow escalation procedures when applicable

• Maintain methodology for remote monitoring subscribing customers by utilizing the customer MOP (Method of Procedures) for onboarding, notifications, and meeting monitoring expectations via established service level agreements. Work with field operations and customers on startup and configurations of the division’s Service-as-a-Software portfolio

• Maintain information for creating, updating, and closing out service requests utilizing the division’s ERP system (Oracle Services)

• Foster an environment that promotes Eaton’s goals, philosophies, and encourages continuous improvement

• Promote and champion Eaton Business System, Eaton Lean System, and Eaton Quality System for the team

Qualifications

Basic Qualifications:

• Bachelor’s degree from an accredited educational institution

• Minimum of 2 years of experience managing / leading startups or commissioning projects involving multiple products, equipment, and disciplines at end-user facilities

• Minimum of 2 years of software/connectivity and support experience

• Candidate must be authorized to work in the United States without sponsorship

• Relocation is not offered for this position. Only candidates within a 60 mile radius of Raleigh, NC will be considered.

Position Criteria:

• Experience with Microsoft Project or an equivalent project management tool

• Ability to identify project risk, develop risk mitigation plans and then implement plans

• Must be a self-starter that can independently drive projects forward to success

• Experience working in a cross-functional team development environment

• Strong customer focus & commitment to providing world class customer support

• Excellent verbal and written communication skills

• Advanced Software, Connectivity, Monitoring knowledge

• Training and/or experience in IT network configuration & troubleshooting, computer networking, and network communication protocols such as Ethernet, Bacnet, Modbus

• Strong technical, organizational, and interpersonal skills

• Ability to multi-task within different software/hardware environments

• Ability to work with a sense of urgency

• Ability to comply with on-call status and shift work

Preferred Qualifications:

• Experience with Uninterruptable Power Supplies Systems or power electronic products or Building Automation Systems

• Project Management Certification or training or experience

• Ability to capture network frames from a network analyzer tool and analyze the problem (Wireshark, Fluke, Scopes, Cable Tester, etc.)

• Understanding of network concepts and troubleshooting techniques (Domain, LDAP/Active Directory, SMTP Server, NMS/BMS, Routers, Switches, Firewalls, etc.)

• Data storage system knowledge

• Six Sigma Certification

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.

Job: Engineering

Region: North America – US/Puerto Rico

Organization: ESSG PQD FSCS Field Service Customer Support

Job Level: Individual Contributor

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?: No

Travel: Yes, 10 % of the Time