Eaton Corporation Customer Support Supervisor in Euclid, Ohio

Eaton’s Aerospace Group is seeking a Customer Support Supervisor. The Customer Support Supervisor will be based at our Euclid, OH facility.

Position Overview:

The Customer Support Supervisor will coordinate across functional disciplines to achieve aftermarket customer satisfaction. This person will manage performance against aftermarket customer requirements in accordance with contract obligations, terms and conditions. The Customer Support Supervisor will ensure timely and effective customer communications internally and externally to fulfill contract obligations meeting quality, cost and on-time delivery expectations. They will develop and maintain relationships that foster additional growth opportunities and up-sell products as an extension of the aftermarket sales force.

Essential Responsibilities:

  • Leading a team of aftermarket customer service representatives.

  • Functions as primary focal point of contact for assigned customer related inquiries and represents the voice of the customer within the facility.

  • Performs customer requirements review of all assigned orders to ensure that the orders are processed and entered per negotiated requirements including importing and exporting requirements.

  • Accountable for ensuring orders are received into the ERP system and/or other support databases. Accountable for ensuring demand alignment.

  • Accountable for ensuring that the customer’s supplier web-based purchasing systems’ requirements are being fulfilled.

  • Accountable for assuring compliance with all export control regulations- ITAR.

  • Provides continuous feedback to the customer on order status throughout the production cycle by providing proactive communication with the customer in anticipation of customers’ needs.

  • Coordinates and leads the internal activities of all departments involved in achieving customer commitments. Coordinates resolving issues by achieving a mutually acceptable solution between Eaton and the customer. Represents Eaton in delivering plant recovery plans.

  • Assesses market channel delivery options (direct or through distribution).

  • Negotiates contract pricing, delivery, administrative requirements and conditions ensuring compliance with Eaton’s policies, terms and conditions from proposal through shipment.

  • Accountable for Managing Customer Metrics - Customer Complaint Process and keeps the customer’s database updated with all activities and maintains all records for account responsibility.

  • Represents the company at customer review meetings (on and potentially at off-site meetings).

  • Ability to make decisions based on detailed working knowledge of FAA requirements for repair and PMA purchases.

  • Ability to make decisions based on detailed working knowledge of CAS/TINA requirements.

  • Ability to make decisions based on detailed working knowledge of D-Trade requirements.

  • Accountable for managing customer demand requirements and providing customer forecast in support of plant SIOP.

  • Lead the internal bid and proposal process for sustaining/contract renewal business opportunities (ProLaunch).

  • Assesses current practices for continuous process improvements.

Qualifications

Basic Qualifications:

  • Bachelor’s Degree from an accredited institution required.

  • Minimum 3 years’ experience interfacing with customers in a manufacturing environment.

  • Must be legally authorized to work in the United States without company sponsorship.

  • This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.

  • No relocation is being offered for this position. Only candidates who currently reside within a 50 mile radius of the Euclid, OH facility will be considered for this position.

Preferred Qualifications:

  • Master’s in Business Administration.

  • Intermediate knowledge of MS Project; proficiency with project management skills

  • Computer Skills: Excel, MS Outlook, PowerPoint, MRP Systems (e.g., MFGPro, SIEBEL)

Position Criteria:

  • Leadership skills, attention to detail, accuracy, organizational skills, follow-up, ability to learn and apply new concepts, ability to follow detailed work instructions, ability to confirm contractual agreements/terms are met through utilization of contracts matrix, effective communication skills (verbal and written), presentation skills, data analysis skills including forecasting and financial analysis, product knowledge, project planning skills.

Eaton is a power management company with 2016 sales of $19.7 billion. We provide energy-efficient solutions that help our customers effectively manage electrical, hydraulic and mechanical power more efficiently, safely and sustainably. Eaton is dedicated to improving the quality of life and the environment through the use of power management technologies and services. Eaton has approximately 95,000 employees and sells products to customers in more than 175 countries. For more information, visit Eaton.com.

At Eaton we see things differently. We see opportunities to innovate, go above and beyond, and we work hard because what we do reflects who we are. If you see things differently – if you’re determined, motivated and focused on improving the world around you – then it’s time to see where a career at Eaton can take you. For more information visit www. Eaton.com/careers.

Job: Sales

Region: North America – US/Puerto Rico

Organization: AER FMC Fuel Motion Control Systems

Job Level: Team Leader/Supervisor

Schedule: Full-time

Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: No

Does this position offer relocation?: No

Travel: Yes, 10 % of the Time