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Customer Support Supervisor

Company Eaton
Location Euclid, OH
Update 11 Day ago
Eaton’s Aerospace Group is
seeking a Customer Support Supervisor . The Customer Support Supervisor will be based at our Euclid, OH facility.

Position Overview:
The Customer Support
Supervisor will coordinate across functional disciplines to achieve aftermarket
customer satisfaction. This person will manage performance against
aftermarket customer requirements in accordance with contract obligations,
terms and conditions. The Customer Support Supervisor will ensure timely
and effective customer communications internally and externally to fulfill
contract obligations meeting quality, cost and on-time delivery expectations.
They will develop and maintain relationships that foster additional growth
opportunities and up-sell products as an extension of the aftermarket sales

Essential Responsibilities:
Leading a team of
aftermarket customer service representatives.
Functions as primary
focal point of contact for assigned customer related inquiries and represents
the voice of the customer within the facility.
Performs customer
requirements review of all assigned orders to ensure that the orders are
processed and entered per negotiated requirements including importing and
exporting requirements.
Accountable for ensuring
orders are received into the ERP system and/or other support databases. Accountable for ensuring demand alignment.
Accountable for ensuring
that the customer’s supplier web-based purchasing systems’ requirements are
being fulfilled.
Accountable for assuring
compliance with all export control regulations- ITAR.
Provides continuous
feedback to the customer on order status throughout the production cycle by
providing proactive communication with the customer in anticipation of customers’
Coordinates and leads
the internal activities of all departments involved in achieving customer
commitments. Coordinates resolving issues by achieving a mutually acceptable
solution between Eaton and the customer.
Represents Eaton in delivering plant recovery plans.
Assesses market channel
delivery options (direct or through distribution).
Negotiates contract
pricing, delivery, administrative requirements and conditions ensuring
compliance with Eaton’s policies, terms and conditions from proposal through
Accountable for Managing
Customer Metrics - Customer Complaint Process and keeps the customer’s database
updated with all activities and maintains all records for account
Represents the company
at customer review meetings (on and potentially at off-site meetings).
Ability to make
decisions based on detailed working knowledge of FAA requirements for repair
and PMA purchases.
Ability to make
decisions based on detailed working knowledge of CAS/TINA requirements.
Ability to make
decisions based on detailed working knowledge of D-Trade requirements.
Accountable for managing
customer demand requirements and providing customer forecast in support of
plant SIOP.
Lead the internal bid
and proposal process for sustaining/contract renewal business opportunities
Assesses current
practices for continuous process improvements.

Qualifications Basic Qualifications:
Bachelor’s Degree from an accredited institution
Minimum 3 years’ experience interfacing with
customers in a manufacturing environment.
Must be legally
authorized to work in the United States without company sponsorship.
This position requires
use of information or access to hardware which is subject to the International
Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within
the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S.
Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.
No relocation is being
offered for this position. Only candidates who currently reside within a
50 mile radius of the Euclid, OH facility will be considered for this position.

Preferred Qualifications:
Master’s in Business Administration.
Intermediate knowledge of MS Project; proficiency with project
management skills
Computer Skills: Excel, MS Outlook, PowerPoint, MRP
Systems (e.g., MFGPro, SIEBEL)

Position Criteria:
skills, attention to detail, accuracy, organizational skills, follow-up, ability
to learn and apply new concepts, ability to follow detailed work instructions,
ability to confirm contractual agreements/terms are met through utilization of
contracts matrix, effective communication skills (verbal and written),
presentation skills, data analysis skills including forecasting and financial
analysis, product knowledge, project planning skills.

Eaton is a power management company with 2016 sales of $19.7 billion. We provide energy-efficient solutions that help our customers effectively manage electrical, hydraulic and mechanical power more efficiently, safely and sustainably. Eaton is dedicated to improving the quality of life and the environment through the use of power management technologies and services. Eaton has approximately 95,000 employees and sells products to customers in more than 175 countries. For more information, visit

At Eaton we see things differently. We see opportunities to innovate, go above and beyond, and we work hard because what we do reflects who we are. If you see things differently – if you’re determined, motivated and focused on improving the world around you – then it’s time to see where a career at Eaton can take you. For more information visit www.
Job: Sales

Region: North America – US/Puerto Rico
Organization: AER FMC Fuel Motion Control Systems

Job Level: Team Leader/Supervisor
Schedule: Full-time
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: No
Does this position offer relocation?: No
Travel: Yes, 10 % of the Time