If you desire to be part of something special, to be part of a successful and winning team, read on. We are looking forward to Software Support Engineer in Eaton Electrical based in Singapore.
Job Summary
The primary responsibilities of this position include providing technical escalation support and timely solutions to external and internal Customers for Eaton's Brightlayer software platform (DCIM, EPMS) .
This role will also provide onsite Field Service software technical support and deployment within EA Region.
This person is responsible to develop and build technical expertise among Field Service Engineers for our software offerings service business. He/She will take the lead, in consultation with Factory R&D team to build our field services teams with right competencies and improve our customer experience. Additionally, they will help in the planning, project management, deployment and installation of Eaton’s software portfolio, namely DCIM, EPMS and our Cybersecurity offerings.
Your essential responsibilities:
· Works closely with Software Sales Team and execution of escalation procedures via phone calls and emails, including after office hours in support of escalations; Escalations are primarily refer as “post-sales technical support” including, but not limited to, DCIM software, EPMS software, firmware (where applicable) and other Eaton related equipment where the software is a core component.
· Assists the Software Project Managers and takes the technical lead on software installation and deployments, documents all aspects as necessary and publishes on Share Point / Eaton Technical Web/ Service Bulletin for companywide reference.
· Identifies opportunities for improvement of field procedures, and feedback/correction on related service manual content.
· Assists all countries in EA Region to review service procedures include installation and deployment / rework preparedness, execution and knowledge transfer of all issues/resolutions that are encountered for a predetermined time production period.
· Assumes role as the point of escalation for Software support, EA Region via phone or e-mail on emergency call from Eaton Level 1 Software Support team
· Develops and coordinates site testing plans for issues escalated to identifying root cause of problems.
· Participates in troubleshooting, escalation and technical conference calls where data analysis and action plan development are required.
· Participates in the delivery of field services within EA Countries, approximately 20% the time in supporting and mentoring Customer Service Engineers
· Assumes the role of technical leader during field escalations of service calls in normal business hours and after office on call basis.
· Assumes the role of “Standby On Call” when alert or pre-warning for an immediate response on evening and weekend technical support escalation calls where technical service is required. This include responsibility to on-site field service support for critical installed base in Singapore and execute fast recovery for key account customers when complexity fault situation is reported.
· To be committed & responsible for Quality Management System
If you are:
· Associate degree in a technical field from an accredited school and/or 3 years of equivalent experience in an equivalent technical field.
· Minimum 4 years of software related experience
· Strong working knowledge of TCP/IP networks, basic programming languages
· Open to IT Infra experience.
· Experience with BMS related or data center operational software preferred, but not essential
· Experience with software and hardware security installations preferred, but not essential
· Experience with programing languages and Linux would be looked favourably upon
If you meet most of the criteria above, you’re the one we’re looking for. We hope to hear from you!
*We make what matters work.
Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each and every day.
It’s where bold, bright professionals like you can reach your full potential - and where you can help us reach ours. Need more about Eaton? Come on in @ www.eaton.com.
