EATON Looking for Team Leader – Technical helpdesk at Puducherry, Puducherry

If you desire to be part of something special, to be part of a winning team, to be part of a fun team – winning is fun. We are looking forward to a Team Leader – Technical helpdesk based in Pondicherry, India. In Eaton, making our work exciting, engaging, meaningful; ensuring safety, health, wellness; and being a model of inclusion & diversity are already embedded in who we are – it’s in our values, part of our vision, and our clearly defined aspirational goals. This exciting role offers opportunity to:

We have a strong customer base all across India where we have installed & commissioned our UPS & other electrical products. All customers are given 24*7 helpdesk number & email to log on their issues, request. The primary job of help desk is to understand the customer’s requirement/Issues/complaints & resolve it if possible immediately or assign a customer to resolve it in a stipulated time. This position shall be overall in charge for the India help desk and will lead a team of 14 technical team members.

Responsibilities:

1. Overall responsibility of Helpdesk day to day operations and shift management.
2. Customer handling & customer satisfaction – TAT (turn around time) management external customer calls.
3. Help Desk team roster management (preparation and processing monthly roster).
4. Responsible for all calls closure as per SLA (service level agreements).
5. Internal customers SLA management – spare order, reverse pick up order etc.
6. Responsible for escalation management, root cause analysis, cases studies and proactive actions.
7. Field service management – call assigning, closure, Customer satisfaction index.
8. Responsible for training team member and sign of the process.
9. Reports – daily, weekly, monthly & quarterly MIS.
10. SAP – ticket management.
11. Responsible to implement new process/business requirement and manage.
12. Regular and disciplined in service reporting.

Qualifications:

Requirement:

1. BE/B tech – Any stream. Electrical/Electronics & Telecommunication specialization preferred.
2. Process oriented, analytical mindset and customer focused individual with a drive to provide highest level of field service support to the team to improve sales and profitability.
3. Candidates who have worked in SAP environment will have an added advantage.
4. Should have hands on experience in PowerPoint, Excel & PowerBI.
5. Minimum of 3 to 5 years’ experience in customer service & team management of 5 – 10 members.
6. Strong interpersonal skills.
7. Multilingual capacity – English & Hindi is must.

Yes! Because you are the one we are looking for, we hope to hear from you now!