Service Operations Support Manager

Eaton’s Critical Power Solutions (CPS) Service Division is currently seeking a Service Operations Support Manager – Domestic/International Parts to join our team. This position will be a hybrid office (3x2) role at our Raleigh, NC division location.

Eaton’s Electrical Critical Power Solutions Division designs, manufactures, and services Uninterruptible Power Supply (UPS) systems, batteries, and electronic-based products to ensure power reliability in the most demanding applications. Our employees deliver mission-critical solutions to our customers’ most challenging energy management requirements.

Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each and every day. It is where bold, bright professionals like you can reach your full potential—and where you can help us reach ours.

The expected annual salary range for this role is $97000 - $143000 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:

Leadership & Team Management

• Lead and support the day-to-day operations of the UPS Parts team.
• Establish performance goals and service levels while coaching and developing team members.
• Promote a culture of accountability, customer focus, and continuous improvement.
• Manage workload and resources to meet customer and business requirements.

Parts Order Management & Operational Execution

• Oversee the complete parts order lifecycle, including order entry, backlog management, fulfillment, invoicing, warranty validation and execution, along with shipment coordination.
• Ensure order accuracy, on-time delivery, forecast integrity, and compliance with customer commitments.
• Monitor operational performance, analyze reports, and drive actions to support revenue and customer demand.
• Maintain oversight of International Field Activity Report (IFAR) claims and ensure processing meets customer service expectations.
• Manage contact center queues to ensure maximum availability of the team and to provide exceptional customer service by adding value to each call.

Customer Experience & Escalation Management

• Serve as the primary escalation point for customer issues related to orders, pricing, delivery, warranty, and service.
• Lead resolution of complex issues and ensure timely customer communication.
• Drive improvements in customer experience and escalation management processes.

Cross-Functional Collaboration

• Partner with Sales, Technical Support, Supply Chain, Logistics, Finance, Purchasing, Credit, Legal, affiliates, and channel partners to resolve operational and customer issues.
• Coordinate order priorities, lead times, special handling requests, quotations, and service support activities.
• Foster collaboration across functions to achieve customer satisfaction and business objectives.

## Qualifications:

Required (Basic) Qualifications:

• Bachelor's degree from an accredited institution minimum of five (5) years of experience in customer service, order management, supply chain, operations, or a related business function
• Minimum of five (5) years of experience in customer service, order management, supply chain, operations, or a related business function
• Must reside within a 50 mile radius of Raleigh, NC. Active-duty military applicants are exempt from this location requirement.
• Must be legally authorized to work in the United States without company sponsorship now and in the future

Preferred Qualifications:

• Experience leading customer service, order management, or operations teams within a manufacturing or service environment
• Experience working with SAP, Salesforce, Power BI, or similar ERP and CRM systems.
• Experience managing vendor or supplier relationships and coordinating fulfillment activities.

All positions may require participation in video and in-person interviews as part of the hiring process. All candidates will be evaluated based on job-related competencies, and all candidates’ privacy rights and data security will be protected in accordance with applicable laws.

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 believes in second chance employment. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws.

You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Eaton is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.

To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at 1-800-836-6345 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 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. #LI-RC2