Customer Care & Warranty Coordinator

Eaton is an intelligent power management company dedicated to improving the quality of life and protecting the environment for people everywhere. The Power Quality (PQ) division at Eaton Electrical provides power management solutions including uninterruptable power supplies (UPS’s), surge protective devices, power distribution units (PDU’s), remote monitoring, software, power factor correction, airflow management, rack enclosures and services. We strive for continued success in leveraging technical innovation to develop next-generation solutions.

Due to growth, we are looking for a Customer Care and Warranty Coordinator to deliver post-sales customer support across the PQ range including UPS systems, surge protection, power conditioning, and PDUs. Acting as the first point of contact for customer enquiries, the role provides initial technical troubleshooting, manages warranty claims and replacement processes, and coordinates with internal teams to ensure timely resolution of customer issues while maintaining high service levels.

## What you’ll do:

• Provide first-level technical troubleshooting and support for Eaton Power Quality products, including UPS systems, surge protection, power conditioning, and PDUs.
• Manage and resolve customer issues, escalating complex cases to the appropriate technical support teams when required.
• Track, monitor, and manage customer cases to ensure timely resolution and adherence to service level agreements (SLAs).
• Process and coordinate warranty claims, including liaising with warehouse and customer service teams to facilitate product replacements.
• Guide customers through problem-solving processes and provide relevant technical documentation and support information.
• Build and maintain strong working relationships with customers, service partners, and internal stakeholders.
• Develop and maintain product knowledge to effectively support customers and provide accurate information.
• Work with leadership to identify continuous improvement opportunities to optimise customer experience and support business objectives.
• Look for opportunity to refine the warranty process to improve SLA performance, reduce operational expenses and identify new sales opportunities.

## Qualifications:

• 2+ years of experience in a technical customer service or support role preferably in electrical, mechanical or IT industry.
• Intermediate Computer Skills; ERP and Microsoft Office
• AI curious and experience with SAP or Oracle advantageous
• Excellent verbal and written communication skills
• Demonstrated experience working in challenging and technical environments
• Great time management and ability to manage conflicting deadlines
• Strong customer service ethos with demonstrated experience
• Great attention to detail and high levels of accuracy

## What We Offer:

• Free on-site parking
• Flexible working arrangements
• Competitive salary with access to bonus scheme
• Volunteer days
• Outstanding training and development programs for both professional and personal development

We are committed to ensuring equal employment opportunities for all job applicants and employees. Our recruitment processes encourage diversity by utilising a balanced selection criteria regardless of the applicants age, gender, gender identity, ethnicity, religion, sexual orientation, or any other status protected or required by law. Eaton prides itself in truly representing the people within our communities.

If this sounds like you, please send through your application. We look forward to hearing from you!