Customer Experience Manager - Customer Service Tier 2

Customer Experience Manager - Customer Service Tier 2

Join to apply for the Customer Experience Manager - Customer Service Tier 2 role at Eaton

Eaton’s ES GEIS CHD division is currently seeking a Customer Experience Manager - Customer Service Tier
2. This hybrid position is based at either our Syracuse, NY or Highland, IL facilities. Relocation is not provided for this role.

The Global Energy Infrastructure Solutions (GEIS) division is part of Eaton’s global electrical sector and has over 128 years of experience in enhancing efficiency, safety, and reliability for our customers. Our strategic focus is on driving growth, leveraging innovation, and building capability across our global network. We operate in dynamic and ever evolving markets, be it as a result of energy transitions, digitalization, safety, or a continued drive for greater efficiency within our customers, partners and suppliers.

To deliver on this, we need the best people. We need diverse ideas, experiences, mindsets, and skills to imagine the future solutions our markets will need.

The expected annual salary range for this role is $94,000 - $138,000 a year. Please note the salary information shown is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.

The Customer Service Manager – Tier 2 is entrusted with the leadership and oversight of the escalation support team, which is responsible for addressing complex customer issues referred by internal and external customers. This role is pivotal in ensuring the timely and expert resolution of escalated cases, providing advanced guidance to CSRs, and fostering continuous improvement focused on leveraging technology to drive customer satisfaction and employee development while adhering to organizational standards.

• Manage a team of Customer Service Representatives – Tier 2, responsible for reviewing and resolving escalated cases that required specialized expertise and prompt action.
• Serve as the subject matter expert for advanced customer concerns.
• Collaborate closely with Technical Support, Quality, Supply Chain, and Sales teams to resolve and proactively prevent escalations.
• Conduct trend analysis, drive continuous process improvements, and generate comprehensive reports on escalation metrics.
• Ensure strict compliance with company policies and established quality standards.
• Maintain proactive collaboration with all departments involved in pre‑sales and post‑sales processes (including import/export, supply chain, master data management), ensuring ongoing communication regarding weekly performance.
• Implement and optimize Customer Service technology solutions to enhance efficiency.
• Partner with Customer Experience Leadership and related business clusters (Sales, Master Data Management, Programs, Supply Chain, Import/Export, Pricing, Automation, CI & Quality, Technical Support, Quotations, Services) to develop forward‑looking strategies and promote cross‑functional synergy.
• Develop and performance metrics for team members, ensuring consistent evaluation and feedback to optimize employee development.
• Establish, document, enforce, review, and update standard operating procedures for all departmental functions as needed.
• Benchmark current service levels and lead the design and execution of improvement initiatives.
• Remain current with technological advancements pertinent to business operations, including computing, e‑commerce, and database systems.
• Exercise autonomy to identify and capitalize on opportunities relating to orders and specifications, disseminating relevant information internally to achieve optimal outcomes.
• Cultivate and sustain robust relationships with distributors, end users, agents, and field sales teams, thereby reinforcing Eaton GEIS NA's reputation through outstanding customer service.
• Champion the sharing of best practices across the team.

• Bachelor’s degree from an accredited institution
• Minimum of seven (7) years of experience in leadership or project management within a business‑to‑business customer service…