Service Operational Support Manager (m/w/d)

Overview

Eaton is an intelligent power management company dedicated to improving the quality of life and protecting the environment for people everywhere. We are guided by our commitment to do business right, to operate sustainably and to help our customers manage power today and well into the future. By capitalizing on the global growth trends of electrification and digitalization, we’re accelerating the planet’s transition to renewable energy and helping to solve the world’s most urgent power management challenges. Eaton was founded in 1911 and has more than 92,000 employees around the globe. In 2025, we generated almost $28 billion in sales and we served customers in more than 160 countries.

We Make What Matters Work.

EATON is hiring a Service Operational Support Manager (m/w/d). This is a hybrid position (3/2) based in Bonn, NRW, Germany.

What You’ll Do

This role leads, develops and manages the Service Support in the named countries for the Services Central Cluster Organization. This includes Power Quality, Power Distribution Life Safety support functions and aims to drive operational synergies between the Services operations across divisions within scope. Responsible for creating a compelling Service Value Proposition for the country area in scope (e.g., Germany, Austria, Switzerland) to support growth, innovation, and profit plan requirements, while applying Eaton standard work practices as defined by EBS and driving Eaton’s Zero Safety Culture.

• Coordinate and oversee all technical support activities for Power Quality (PQ) and Life Safety (LS) products in the DACH region
• Ensure timely and high-quality resolution of escalated PQ and LS technical issues from Field Service, customers, and partners
• Act as the primary technical interface for PQ and LS problem resolution and warranty feedback
• Monitor and continuously improve technical support KPIs, including response time, resolution quality, and repeat issues
• Maintain and update PQ and LS technical documentation, service instructions, troubleshooting guides, and technical bulletins
• Plan, coordinate, and deliver technical training for FSEs, subcontractors, and customers on PQ and LS products
• Ensure training materials, equipment, and training center resources are available and prepared for PQ and LS training
• Lead, coach, and develop the technical support team, ensuring strong technical competency and high performance
• Manage workload distribution, resource capacity, and staffing to meet operational technical support demands
• Drive continuous improvement in technical processes, tools, and knowledge sharing across PQ and LS service operations

Qualifications And Skills

• Bachelor's or Master's degree or electrical technician in automation control, Electronic Engineering, Electrical Engineering, or similar education
• 3 to 5+ years, 2+ years experience in management of people
• Electrical infrastructure experience essential
• English and German skills (Fluent, min. C1)
• Experienced Manager of People
• Ability to influence decision making of key stakeholders
• Intercultural awareness
• Strong communication and interpersonal skills able to represent the business internally and externally
• Strong Time Management and delegation skills

What We Offer

• Competitive compensation and benefits package
• Flexible working solutions
• Excellent working environment – safety and ethics are important for us
• Culture & Values – we are more than the products we invent and produce – the way we do business is just as important. At Eaton, our values and culture define who we are – both individually and as an organization – and direct our activities every day
• Learning & Development - we invest in our employees for the long term – not just with salary and benefits, but with ongoing learning and development opportunities, made available through Eaton University

At Eaton we are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.