As a Customer Support Engineer your primary function  will be working closely with our team and customers in both Egypt and the entire Middle East Electrical Sector Sales Organizations to resolve customer claims to the best of customer satisfaction and Eaton’s interest.
Helping transition to the desired energy future in the Middle East, the product line is focused on Power Management Control Components, Power Quality, and Life Safety Systems (e.g. energy storage, power distribution, Emergency Lighting and Fire systems, microgrids and green switchgear…etc.) for Energy, Residential, Retail, Commercial Buildings & Infrastructure sectors.

Your main responsibilities:
•    Act as focal point of contact to resolve customer claims and disputes (Defect, logistics and commercial) to the best of customer satisfaction and Eaton’s interest
•    Optimize claim resolution process (cycle time, satisfaction) by involving promptly and proactively various stakeholders (Customers, Eaton plants, 3rd party suppliers, insurance providers, logistics providers, internal teams: Sales, Ops, Service…etc.) 
•    Leverage applicable tools (portals, 3A / 8D…etc.) throughout entire fact finding, analysis / resolution process
•    Record, review and validate claim related documentation, sales Terms and Conditions, warranty terms, supporting reports and evidences…etc
•    Participate in the technical evaluation discussions (with customer, plants, technical teams, other concerned stakeholders) towards concluding Root Cause Analysis (RCA) and making appropriate decision (Acknowledge or reject)
•    Arrange regular calls with high priority customers / projects
•    Set the priorities with suppliers / plants to resolve claim, deliver replacement, issue credit…etc. at the earliest possible
•    Document / communicate / report proceeds throughout entire fact finding, analysis / resolution process to concerned stakeholders
•    Manage after sales requests such as repair of out of warranty units
•    Manage the replacement process across the entire value chain; Return Merchandise Authorization (RMA), order handling, release in SAP, coordinate logistics until material delivered to the customer and update customer accordingly
•    Maintain / Owns salesforce case management and claim tracker, optimize and report related metrics and dashboard on monthly basis or as needed