Global Technical Support Engineer

Eaton

Dubai serves as a strategic hub for Eaton s Middle East operations, bringing together commercial, engineering, manufacturing, and support teams within a globally connected business environment. Building on more than 40 years in the region, Eaton recently announced the development of a new sustainable campus in Dubai, reinforcing our long term investment in growth, collaboration, and capability building.
About Eaton
Eaton is a power management company where 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 technology and services. Eaton has approximately 96,000 employees and sells products to customers in more than 175 countries.
The Global Technical Support Engineer will offer in depth technical knowledge on our Fire / Life safety product portfolio. The individual will be able to communicate both verbally and in written format in a clear, concise manner, addressing customer queries on product related issues in the field from comprehensive scenario testing and technical verification of product, both legacy and new. Confident in delivering product training on our portfolio of equipment to internal and external stakeholders. The individual should be a team player and able to consolidate technical responses with peers to ensure the dissemination of exacting information.
## What you ll do:
* Support internal and external stakeholders on all reported technical issues relating to the Fire / Life safety portfolio.
* First line response to stakeholders via, Telephone, Email or Business Applications, i.e., Teams.
* Provide accurate logs of all technical interactions to enable comprehensive KPI reporting.
* Report creation/generation, capture all relevant information on issues reported in the field ensuring that the information gathered is reported into the quality system for review and resolution.
* Investigate and source key information from different systems/departments to ensure stakeholders expectations are met and resolved in a timely manner.
* Liaise with Sales department on product application and system design development.
* Deliver comprehensive training to internal and external stakeholders, in conjunction with the Training Team, ensure all training needs are met so as stakeholders are confident with product knowledge to complete tasks.
* Be able to build recreations of product faults noted from stakeholders and Cause & Effect scenarios, within a laboratory environment, to help identify current product and field operation issues.
* Be capable of building test rigs and following technical test scripts to assist in the verification of existing and new product.
* Ability to research technical data from various sources both internally and externally.
## Qualifications:
* Bachelor's Degree in Electrical Engineering or equivalent
* 5+ years experience within installation, maintaining & commissioning of fire alarm and associated Life Safety systems
## Skills:
* Some level of support function experience preferred.
* Extensive knowledge of life safety systems within the regional areas supported, ideally with a proven track record demonstration within servicing and commissioning with a minimum of 5-10 years.
* Demonstrate a very competent level of understanding of BS5839-pt1, BS5839-8, BS5839-9 and EN-54 as a minimum. An understanding of system design requirements would be an advantage.
* Knowledge and experience of deploying IP based systems within the Life Safety discipline.
* Analytical thinking
* Ethical mind set at all times.
* Interpersonal and influencing skills, ability to coordinate within & outside of own team.
* Strong organizational skills, ability to multi-task and problem solve
* Good verbal and written communication, the ability to lead the conversation and get facts & information across in a professional manner
* Good understanding of computers and software packages
* Work well within a team environment, whilst being able to plan and execute own work initiatives
* Strong presentation skills
* Involvement in site required activities outside of core role. i.e. Fire Marshall or First Aider, Team Rep.
## What we offer you:
* Being part of a company that has been in business for more than 100 years, is well known in the industry, and has a major impact on the energy industry
* Work in a company that is commitment to Inclusion & Diversity and Sustainability
* Annual mentoring program, Eaton University, a reward, and recognition system
* Ongoing Learning and Career Development Opportunities in a global company. Build your career and apply internally for our open positions worldwide
* Strong, agile and diverse team locally and globally
* Strong processes and state-of-the-art systems and tools
* Structured employee development processes, open feedback culture with development plans
* Detailed induction support and well-structured onboarding
* Balance your work and life with a hybrid worktime model