Technical Support Regional Manager

Job description

If you desire to be part of something special, to be part of a winning team, to be part of a fun team – winning is fun.

We are looking for a **Technical Support Regional Manager** in Eaton’s **Aerospace business** , based in **Singapore** .

In Eaton, making our work exciting, engaging, meaningful; ensuring safety, health, wellness; and being a model of inclusion & diversity are already embedded in who we are - it’s in our values, part of our vision, and our clearly defined aspirational goals.



**What you’ll do:**



Eaton Aftermarket Group has an opening for a Technical Support Regional Manager to be located at the Eaton offices in Singapore, supporting our growing customer base in this region for Eaton’s Aerospace Group.

This role will require a deep working knowledge of Eaton’s Aerospace products and the applications in which they are used; and, to have the ability to troubleshoot a component or systems, locate and analyze problems, and assist the customer with problem solving activities that lead to corrective action and customer satisfaction.

This role will cover commercial and military products.



• Support Aftermarket goals, activities and strategies in accordance with the Aftermarket strategic plan.

• Conduct necessary follow-up both internally and with the customer to ensure customer satisfaction and to effect product/application improvements.

• Active role in identifying, developing and supporting RMU activity in the region

• Recommend appropriate design, manufacturing, application, or installation modifications as indicated by findings.

Compile test, performance, and other applicable data to support recommendations.

• Instruct/train customer personnel on operation, function, repair and preventative maintenance of equipment and systems.

Participate with customer in meetings to discuss and advise on service issues.

• Manage customer relations while continuously improving Eaton’s reputation.

This includes managing expectations and not “over-committing” to the customer.

• Be a knowledge holder in APAC region of Eaton products and systems, their design and performance characteristics, and how they are used in customer applications/systems to provide technical support to regional APAC sales team.

• Serve up customer problems/issues as potential sales opportunities for the sales organization to address (upgrade, retrofit, replacement refurbishment, new products, etc.)

• Single point for technical contact between the customers and product families (will be held accountable for timely feedback to the customer) – Military and Commercial

• Conduct regular Technical Coordination Meeting (TCM) on a quarterly basis with the customer.

• Serves as the APAC Customer Satisfaction Coordinator

o Systematically record and track survey (Airbus, Boeing and internal CSI) feedbacks and actions

o Be the point of contact for related matters and track the actions we have taken as well as follow up periodically with the relevant action owners for open items

o Reporting: Provide the update internally as well as per required by the survey administrators (Airbus/Boeing etc) in the appropriate reporting format(s)



• Support the 24-hour technical customer hotline

o TSRM will be responsible to man the hotline (within their time zone) to address and technical-related calls that the customer may place

• Escalate any issue to the relevant sites and provide response to the customers in a timely manner



**Qualifications:**



• Bachelor’s degree or equivalent in technical curriculum



• Minimum 5+ years of field service operational knowledge with aerospace industry



**Skills:**



• Technical aptitude, analytical ability, seasoned knowledge of aircraft systems and customer needs/ requirements.

• Essential: In depth knowledge of the aerospace market and specifically the aftermarket business and the influences that affect this business segment.

Desired: Experience working for an Airline in a technical support capacity.



• Strong relationship building skills in a culturally diverse environment.

• Proven ability to multi-task and handle several high priorities project concurrently while meeting tight deadlines.

• High level of motivation (self-starter)

• Results oriented, with excellent leadership and influence skills and proven ability to manage cross-functional teams in a matrix organisation

• Excellent verbal and written communication skills including technical.

• Ability to interact positively and effectively with personalities at the operational Product Family business level, senior Eaton management and customers at all levels



We are committed to ensuring equal employment opportunities for job applicants and employees.

Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.

Required Skill Profession

Other General