Technical Support Engineer - Italian Speaker

What you'll do:

The primary function is to provide technical support (pre-sales, commissioning and after sales) to internal and external customers and/or the sales organization by acting as a primary point of contact on several channels: telephone, e-mail, web ticket, and chat for EATON Electrical division. The main activities to be covered are related to EATON solutions for residential and commercial market.

The Technical Support Engineer act as a fist point of escalation for inquiries and troubleshooting on hardware and software cases, starting from commissioning resolutions, pre-sales and post-sales inquiries. Support the process documentation and knowledge sharing sessions, tools deployment and contribute to increase the customer satisfaction and the technical knowledge within the team.

Main responsibilities:

- Provide technical support (hardware and software) related to EATON portfolio for a defined product division via phone/email/webchat etc.
- Assist customers to resolve hardware & software issues which might involve escalations to L2 and above technical support engineers, R&D and Product Managers.
- Actively contribute to the effective organization and daily delivery of all aspects of the technical support tasks through various resources - people, process and technology.
- Drive customer loyalty through quality of service, improved value and through a high performance culture.
- Provide support in follow up the installed base and track the commissioning with creation of daily/weekly/monthly team reporting tools.
- Participate on CI projects and initiatives to increase productivity and add value from team and BSC activities.

Qualifications:

- Electrical/Electronic Technician, Computer Science / Engineering

- Preferable to have some experience in the area of power distribution / industrial automation. Fresh graduates are also welcome.

- Fluent verbal and written Italian and English language skills

Skills:

- Good understanding of electrical products and applications.

- Analytical mindset, communication skills, problem solving, IT skills