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Eaton Corporation System Support Engineer in Plymouth, Minnesota

Eaton’s Digital Office, Utilities Segment is currently seeking a System Support Engineer to join our team. This position is based at our Plymouth, MN facility.

Position Overview:

The Systems Support Engineer’s primary responsibility is to provide excellent customer service and technical support for Eaton’s Energy Automation Solution customers. The role is a full-time position with a normal work schedule of Monday through Friday. In this role, the engineer will also contribute to the company’s overall success by expanding its knowledge base, performing technical services for customers, and improving overall customer satisfaction.

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.

In this function you will:

  • Provide first level technical support for EAS software and hardware products by phone and email during normal business hours.

  • Participate in after-hours support rotation.

  • Travel up to 10% to provide onsite support at customers’ premises.

  • Provide excellent customer service by seeking to understand each customer’s issue.

  • Identify and resolve the root cause of each customer’s issue.

  • Collaborate with peers and cross functionally to resolve complex problems.

  • Assist customers in better utilizing their EAS products through assessing their needs, performing training, and sharing best practices.

  • Document all support performed in our service desk software.

  • Grow our knowledge base by creating, revising, and peer reviewing KB articles.

  • Participate in and lead continual learning seminars.

  • Complete customer service projects and other tasks assigned by management.

  • Be accountable for achieving key performance metric targets that contribute to the quality of our customers’ experiences.

When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger.

Qualifications

Required (Basic) Qualifications:

  • Bachelor’s degree in a technical discipline from an accredited institution

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

  • No relocation benefit is being offered for this position. Only candidates within a 50-mile radius of the work location will be considered. Active Duty Military Service member candidates are exempt from the geographical area limitation.

Preferred Qualifications:

  • Bachelor’s degree in a technical discipline (Electrical Engineering, Computer Engineering, Computer Science or Information Technology) from an accredited institution.

  • Minimum of 2 years of engineering experience or technical support.

  • Experience working with advanced metering infrastructure, demand response, distribution automation, and/or substation automation technologies.

  • Experience using software such as customer relationship management (CRM), IT service management (ITSM), service desk, or similar applications.

  • Experience participating in a well-known service management practice (e.g., ITIL).

Position Criteria:

  • Must possess and maintain a valid and unrestricted driver’s license.

  • Demonstrated ability to troubleshoot complex issues on own and as part of a team.

  • Demonstrated ability to communicate technical concepts verbally and in writing to diverse audiences.

  • Demonstrated ability to manage customer deliveries with competing priorities.

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.

We make what matters work. Everywhere you look—from the technology and machinery that surrounds us, to the critical services and infrastructure that we depend on every day—you’ll find one thing in common. It all relies on power. That’s why Eaton is dedicated to improving people’s lives and the environment with power management technologies that are more reliable, efficient, safe and sustainable. Because this is what matters. We are confident we can deliver on this promise because of the attributes that our employees embody. We’re ethical, passionate, accountable, efficient, transparent and we’re committed to learning. These values enable us to tackle some of the toughest challenges on the planet, never losing sight of what matters.

Job: Engineering

Region: North America – US/Puerto Rico

Organization: EPG EAS Electrical Automation Solutions

Job Level: Individual Contributor

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

Eaton is an Equal Opportunity and Affirmative Action Employer. Eaton is 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.

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