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Eaton’s Electrical North American Sales division is currently seeking a Customer Support Manager to join their team. This position is located in Arden, NC. Relocation assistance is available for candidates who reside outside a 50-mile radius of this location. This exciting opportunity provides the chance to lead mission‑critical OEM and global support functions within EatonCare, shaping strategy and driving customer excellence across a multi-billion dollar business. You will leverage cross‑functional partnerships to improve processes, performance metrics, and the customer experience for OEM and international stakeholders.

The expected annual salary range for this role is $141000 - $207000 a year. This position is also eligible for a variable incentive program.

Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.

What you’ll do:

Lead the EatonCare OEM Team

• Manage a centralized team that includes an Application Engineer, two Project Managers, and Team Leaders. The team is responsible to provide pre-sale and post-sale support for the OEM sales vertical. This includes Electrical and Machinery OEM, HVAC, Core Competitor accounts, and selective alternative channel partners.

• Implement OEM customer sales and support strategies, while driving the organization toward achieving world-class customer service levels.

• Manage the continuous improvement of pre- and post- order sales support functions specifically targeting the needs of OEM customers.

• Scope of organizational responsibility is order entry, technical support, bill of material generation, pricing negotiation, configuration changes, sales lead generation, approval and construction drawing preparation and changes, order management, financial management including Z account customer claims, and warranty resolution.

• Manage a team budget, develop appropriate team metrics, and creative problem solving.

• Manager is a member of the EatonCare Leadership team and has direct input into the strategy and daily operations of the EatonCare operation.

Lead the EatonCare Global Team

• Manage a centralized team that includes Project Coordinators and Project Engineers. The team is responsible to provide post-sales support for international subsidiaries and customers purchasing legacy Eaton equipment for both components and assemblies.

• Interact with Country Managers and sales executives to align with and support sales strategies.

• Serve as point of escalation with our plants and U.S. Divisions and Product Line Managers.

• Drive Continuous Improvement and efficiencies on the team, utilizing digital tools.

• Collaborate with CHAMPS to identify upcoming orders and projects.

Serve as functional Manager for the CSC and CORE Teams in Queretaro, Mexico

• Assist in identifying training needs and help leverage resources to maintain organizational capabilities

• Provide commercial guidance during customer escalations

• Liaison to the product lines for this team

• Coordinate and support divisional initiatives

• Review team metrics monthly

Job Responsibilities

+ Work closely with site leadership team to develop and implement the strategic initiatives of EatonCare and MCO/NAS Sales Operations.

+ Drive change and improvements through the OEM, Global and CSC support processes, maximizing the customer experience and driving customer loyalty.

+ Actively engage with OEM sales engineers, OEM sales management, OEM channel partners, OEMs to best understand the needs of the market and prioritize actions. Manager is also expected to engage with division VPGMs, Marketing Managers, Product Lines, Operatios Managers and Plant Managers.

+ Actively engage with Country Managers, CHAMPS, and sales executives to align with and support sales strategies.

+ Align resources to advance OEM initiatives and actively engage with OEM focused product lines to ensure voice of the customer is reviewed.

+ Assist in communicating the vision for OEM support within Eaton to ensure that the direction of the organization is clearly understood and is strongly tied to the objectives of MCO and NAS.Build relationships with senior sales management and product line management to assist in the development of marketing and product line sales and pricing strategies for OEM, and Global sales.

+ Determine best industry practices and policies through collection of customer satisfaction data and benchmarking. Make appropriate structural and procedural changes across all technical and non-technical functions of the organization. Evaluates customer feedback (from customer surveys) and recommend action plans for improvement. Analyze market information and communicates trends.

+ Define performance metrics and evaluates and interprets data to drive performance improvement and productivity throughout the organization.

+ Leverage EBS tools and processes to effectively manage the team and drive improvement. This includes full implementation of TalentHub, providing timely performance feedback and coaching to all members of the team.

Qualifications:

Required (Basic) Qualifications:

• Bachelor's degree from an accredited institution

• Minimum ten (10) years in customer facing roles with strong channel and field sales experience

• Eaton will not consider applicants for employment immigration sponsorship or support for this position. This means that Eaton will not support any CPT, OPT, or STEM OPT plans, F-1 to H-1B, H-1B cap registration, O-1, E-3, TN status, I-485 job portability, etc.

Preferred Qualifications:

• Bachelor's Degree in Engineering or Business.

• Operations experience

• An understanding of tools such as Vista, SAP, Bid Manager, Power Bi, Salesforce, Order Center, and Project Center

Skills

• Strong negotiation skills required

• Strong communication skills are required

• Ability to leverage resources and influence without authority is required

• Knowledge of OEM and other vertical sales processes, programs, and products is preferred

• Experience in setting and implementing strategy is preferred

• Experience with EBS tools and the EBE process is preferred

• Experience with CRM applications is preferred

• Manager of people Experience is preferred

We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

Eaton believes in second chance employment. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws.

You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Eaton is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.

To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at 1-800-836-6345 to discuss your specific need. Only accommodation requests will be accepted by this phone number.

We know that good benefit programs are important to employees and their families. Eaton provides various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work. Click here (https://www.youreatonbenefits.com/candidates) for more detail: Eaton Benefits Overview. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.