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Job Details


Self-Service Project Manager

Management

Manager

No

Lansing, Michigan, United States

Eaton’s Corporate Sector division is currently seeking a Self-Service Project Manager.

The expected annual salary range for this role is $91500.03 - $134200.04 a year.

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:

Eaton is currently seeking a Program Manager to support our Brightlayer Electrical segment digital offering. This position is a remote position within the US.

Position Overview:

In this role, responsibilities include, but are not limited to:

• Drive expansion and implementation of Eaton’s Brightlayer Technical Support customer self-service initiatives

• Knowledge base expansion and integration with Salesforce and the Salesforce portal

• Developing and monitoring of knowledge-base usage

• Developing tools for Customer knowledge transfer

• Exploration of AI tools to solve Customer issues

• Partner with the Development Teams to build self-service into digital products

• Develop metrics to quantify contacts avoided

• Drive continuous improvement of customer self-service

• Own problem management analysis, reviewing repeat offenders for opportunities for self-service

• Serve as a liason with other departments, including but not limited to Eaton Care, Development, IT, etc., around self-service initiatives

Qualifications:

Basic Qualifications:

  • Bachelor’s degree from an accredited institution in lieu of degree must have 5+ years of related experience
  • Minimum three (3) years of global software support experience
  • All candidates must currently reside within the United States
  • Must be authorized to work in the United States without company sponsorship now or in the future

Preferred Qualifications:

  • Minimum of one (1) year working with Salesforce
  • Proven experience implementing support tools
  • Experience using AI tools
  • Minimum one year of experience building knowledge bases
  • Experience in data analytics
  • Experience managing a support team

Skills:

• Ability to present technical concepts in a simple and intuitive way to executive leadership

• Excellent communication, presentation, interpersonal, and analytical skills including the ability to communicate complex concepts clearly across different audiences and varying levels of the organization

• Strong business acumen with proven record of formulating value proposition, engaging customers to identify their pains and gains, defining business models and creating intellectual property

The application window for this position is anticipated to close on April 12,2024 .

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 considers qualified applicants regardless of criminal histories, consistent with local laws. To request a disability-related reasonable accommodation to assist you in your job search, application or interview process, please call us at 1-[Register to View] 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.eaton.com/content/dam/eaton/company/careers/US%20Benefits%20updated%2010.24.22.pdf) 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.