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About the Role

The Customer Care and Warranty Coordinator will deliver post-sales customer support for Eaton's Power Quality range, including UPS systems, surge protection, and PDUs. This role acts as the first point of contact for customer inquiries, providing initial technical troubleshooting, managing warranty claims, and coordinating with internal teams for issue resolution.

Responsibilities

• Provide first-level technical troubleshooting and support for Eaton Power Quality products.
• Manage and resolve customer issues, escalating complex cases as needed.
• Track, monitor, and manage customer cases to ensure timely resolution and adherence to SLAs.
• Process and coordinate warranty claims, facilitating product replacements.
• Guide customers through problem-solving processes and provide relevant technical information.
• Build and maintain strong working relationships with customers, service partners, and internal stakeholders.
• Develop and maintain product knowledge to effectively support customers.
• Identify continuous improvement opportunities to optimize customer experience.
• Refine the warranty process to improve SLA performance, reduce operational expenses, and identify new sales opportunities.

Requirements

• 2+ years of experience in a technical customer service or support role, preferably in the electrical, mechanical, or IT industry.
• Intermediate computer skills, including ERP and Microsoft Office.
• Demonstrated experience working in challenging and technical environments.
• Great time management and ability to manage conflicting deadlines.
• Strong customer service ethos with demonstrated experience.
• Great attention to detail and high levels of accuracy.

Skills

• Technical troubleshooting
• Customer support
• Warranty claim management
• Problem-solving
• Communication skills
• Time management
• Attention to detail
• ERP
• Microsoft Office
• SAP or Oracle (advantageous)
• AI curious

Location

• On-site

Work Type

• Full-time

Experience Level

• 2+ years

Salary/Compensations

• Competitive salary with access to bonus scheme

Benefits

• Free on-site parking
• Flexible working arrangements
• Access to bonus scheme
• Volunteer days
• Outstanding training and development programs

About the Company

• Eaton is an intelligent power management company dedicated to improving the quality of life and protecting the environment for people everywhere.
• The Power Quality (PQ) division at Eaton Electrical provides power management solutions including uninterruptable power supplies (UPS’s), surge protective devices, power distribution units (PDU’s), remote monitoring, software, power factor correction, airflow management, rack enclosures and services.
• We strive for continued success in leveraging technical innovation to develop next-generation solutions.

Equal Opportunity

• We are committed to ensuring equal employment opportunities for all job applicants and employees.
• Our recruitment processes encourage diversity by utilising a balanced selection criteria regardless of the applicants age, gender, gender identity, ethnicity, religion, sexual orientation, or any other status protected or required by law.
• Eaton prides itself in truly representing the people within our communities.