Eaton Corporation Service Desk Business Solutions Support in Peachtree City, Georgia

Job Description

Eaton’s Lighting Division is seeking a Service Desk Business Solutions Support team member. The position will be based in our Peachtree City, GA facility.

  • Position Overview:*

This team supports the Lighting division’s application portfolio. The support team is the first point of contact into the Lighting Application Support organization and responds to a wide variety of requests, including troubleshooting and diagnostics, recognizing trends, escalating issues when appropriate, and communicating with external and internal users. The team also performs key activities within the project development lifecycle for changes and enhancements for several applications.

The selected candidate will perform the following duties:

  • Provide and request support on behalf of Lighting application external and internal users through multiple channels (email, telephone, web-casts, and chat).

  • Log requests, regardless of channel, and maintain accountability of the support requests from beginning to customer closure, regardless of who is needed to resolve the issues.

  • Triage and route all requests to determine severity, category, appropriate resolution path, identify and escalate severity-1 (emergency) service requests, and assist in resolution as needed.

  • Collaborate with colleagues appropriately to resolve service requests, including support for 3rd party vendor service requests during the resolution process.

  • Read and analyze log files and other technical information provided by external and internal users to recognize patterns among incoming service requests, identify trending requests and potential enhancements.

  • Research questions and problems using available information resources, including collaborating with staff to recreate problems in the test environment.

  • Collaborate with IT in the technical design and development of components to meet business requirements; meet with business teams to review of prototypes, demonstrations, etc.

  • Review testing plans, component and regression, for each release and execute, document and track issues with assigned tests.

  • Participate in release deployment activities as needed by adjusting schedules, conducting training, identifying new trends in service requests post deployment, and build training documentation (e.g. user guides, quick reference guides, and instructional videos).

  • Contribute to ongoing process improvement initiatives.

Basic Qualifications (Including Educational Requirements)

Basic Qualifications:

  • Associate’s Degree from an accredited institution.

  • Minimum 1 year customer support experience.

  • Relocation assistance is not available for this position. Only candidates within a 50 miles radius of Peachtree City will be considered.

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

  • Preferred Qualifications:*

  • Bachelor’s degree from an accredited institution.

  • Service Desk experience in an office environment.

  • Proficient knowledge of Windows Operating Systems and Microsoft Office.

  • Capacity to quickly learn software applications, both packaged and custom developed, and provide support to internal and external users.

  • Accustomed to working on various issues simultaneously and ensuring the integrity of each project or task.

  • Accustomed to working with persons from various departments with various skill sets.

  • Position Criteria:*

  • Team player showing self-motivation, requiring minimal direct supervision.

  • Well-developed analytic ability and troubleshooting skills.

  • Well-developed written and oral communication skills.

  • Well-developed interpersonal skills.

Eaton is a power management company with 2015 sales of $20.9 billion. Eaton provides energy-efficient solutions that help our customers effectively manage electrical, hydraulic and mechanical power more efficiently, safely and sustainably. Eaton has approximately 97,000 employees and sells products to customers in more than 175 countries. For more information, visit www.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. 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.

JOBCOMPANY: Eaton

JOBTITLE: Service Desk Business Solutions Support

JOBLOCATION: GA-Peachtree City

REQNUMBER: 028283

DIVISION: EPG LD Lighting Division

FUNCTION: Sales