Role Description The Global Technical Support operator will offer in-depth technical knowledge on our Fire / Life safety product portfolio. They 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 candidate should be a team player and able to consolidate technical responses with peers to ensure the dissemination of exacting information. - 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, capturing 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, ensuring all training needs are met so stakeholders are confident with product knowledge to complete tasks. - 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. - Build test 'rigs’ and follow technical test scripts to assist in the verification of existing and new product. - Research technical data from various sources both internally and externally. Qualifications - Level 5 or equivalent in engineering field. - A proven track record within installation, maintaining & commissioning of fire alarm and associated Life Safety systems with a minimum of 5-10 years experience. - 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. - 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. Requirements - Knowledge and experience of deploying IP based systems within the Life Safety discipline. - Analytical thinking. - Ethical mindset 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. Benefits - Competitive compensation and benefits package. - Challenging projects in a dynamic collaborative team. - We make your aspirations matter – Eaton encourages internal promotion, whenever possible. - We make your growth matter - 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. - We make your contributions matter - reliability, safety, efficiency, and sustainability are at the core of our dedication to improving people’s lives and the environment through power management technologies. - We make your wellbeing matter – We put your health and safety first. Wellness at Eaton is more than a program, it’s about changing the environment by offering the right tools to help empower employees to make that happen. - We are committed to ensuring equal employment opportunities for job applicants and employees.

Title: Bilingual Customer Support Analyst (05-2026) Location: Canada Department: Helpdesk/Cotality Job Description: Remote Full-time Yearly: $39000 - $47000 We are seeking enthusiastic entry-level staff across Canada to work in our 24/7 department. This role will provide Tier 1 application and process support for users of an international software solution for the insurance industry. You'll be providing front-line support to customers, helping get them back to doing what they need to do, as fast as possible. This means taking support tickets via phone and e-mail and dealing directly with our customers on an ongoing basis. Ideally, individuals applying for this position must communicate effectively when speaking with, or writing to, in both English and French. Some of the needed skills would be the ability to multi-task, have strong attention to detail, work with minimal supervision, professional demeanor, and be able to adapt to a growing and changing environment. Your success in this role comes from your passion for helping people and your knowledgeable approach. You have strong social skills and genuinely believe it's fun interacting with new people. You're good at making real connections with clients because you have great listening skills. Once you know what a client's issue is, you take pride in being able to personalize and support their needs. One of the things you will enjoy most about Innovation Networks is the supportive team environment. You're never set up for failure; instead, you get all the coaching and training that you need to succeed. Key Responsibilities: - Provide knowledgeable, effective and efficient customer service to customers in person or on the phone - Handling a high volume of inbound calls from clients in a prompt and professional manner - Taking claims reports from clients - Meeting the SLA targets for the client is a priority - Helping clients make changes to their claims - In conjunction with peers and management, participate and provide input into team meetings, standards, procedures, and special projects - Provide exceptional customer service - Work 40-hour week, participate in shift coverage that includes a 7-day week Skill and Attributes Qualifications - Minimum high school diploma - Minimum of 1- year experience within a call center environment - Basic computer knowledge to support user - Excellent decision making and problem solving skills - Enjoys working with others and has a passion for helping clients - Delivers excellent client service and possesses strong telephone skills - Communicates effectively when speaking with, or writing to, others - Uses active listening and questioning skills to understand needs and issues - Works well under pressure, both independently and as part of a team - Enjoys personal development and growth through learning - Provides and receives constructive feedback - Be a productive member of an 8-person team - Strong interpersonal skills with a polished and professional manner - Excellent organizational skills with motivation, self-direction, and good time management skills - The ability to maintain confidentiality and deal with sensitive or difficult situations with tact and diplomacy; and, excellent attention to detail. Required Languages: - Fluent in English, both spoken and written - Fluent in French, both spoken and written Employment type: - Permanent Full-time - Remote position We are only reviewing applicants that are legally entitled to work in Canada. We would like to thank all the candidates for spending time applying for this position. Upon successful screening, only qualified candidates will be notified regarding interviews.

• Own performance, staffing strategy, and organizational health across multiple pods or business segments, ensuring strong coverage models, predictable execution, and consistent delivery against SLAs and KPIs. • Lead and develop a layer of managers and senior ICs, building leadership capability, succession depth, and clear accountability across the organization. • Set the operating cadence for your area through goal-setting, business reviews, inspection mechanisms, and action plans tied to company and support priorities. • Drive workforce planning for your organization in partnership with Workforce Management, Recruiting, and Finance, including headcount planning, hiring targets, shift coverage, capacity modeling, and ramp assumptions. • Partner with managers to ensure high-quality performance management, coaching, career development, and retention across Technical Support Engineers and Technical Account Managers. • Serve as the senior escalation leader for critical customer issues, major incidents, and strategic accounts, ensuring the right staffing, communication, prioritization, and executive visibility. • Participate in and help shape the Technical Support leadership on-call model, acting as a senior incident leader for P0/P1 events and ensuring high-quality incident reviews, action tracking, and operational follow-through. • Own queue health and backlog strategy across your area, identifying systemic risk early and driving structural fixes rather than one-off interventions. • Build and evolve scalable operating mechanisms, SOPs, playbooks, routing models, escalation frameworks, and quality standards that improve consistency, speed, and customer outcomes. • Partner with Support Ops, Enablement, and Backline to identify trends across bugs, product gaps, process friction, and training opportunities, converting them into measurable improvement plans. • Raise the bar on knowledge quality and operational rigor by establishing expectations for documentation, runbooks, reusable learnings, and support readiness. • Represent Support in cross-functional forums with Product, Engineering, CS, and Sales, clearly articulating customer impact, operational risk, and the support implications of business decisions. • Act as a senior customer advocate, ensuring we deeply understand customer pain points, protect ARR at risk, and close the loop on critical issues with urgency and accountability. • Drive strategic projects that improve supportability, efficiency, tooling, and customer experience across multiple teams, not just within a single manager’s area. • Influence product and engineering priorities by surfacing patterns from escalations, incidents, and support data, and by ensuring Support has a strong voice in roadmap and release readiness discussions. • Own executive-level reporting for your area, including weekly, monthly, and quarterly business reviews; synthesize trends, risks, root causes, and recommendations for Directors, VPs, and cross-functional leaders. • Partner with Support Ops and BI teams to improve reporting infrastructure and metrics definitions across SFDC, Tableau, and related systems, ensuring decisions are grounded in trusted data. • Lead change management across your organization, aligning leaders and stakeholders around new workflows, tools, and behavioral expectations, and ensuring adoption sticks. • Proactively identify where the organization will break as scale increases, then design and implement the structures, processes, and leadership mechanisms needed ahead of that curve. • Act as the directly responsible individual for large cross-functional programs, aligning stakeholders on scope, milestones, dependencies, risks, and success criteria.

• Provide technical Level 1–2 support for HR systems, integrations, and HR service management tools. • Investigate and resolve low to moderate complexity issues related to HR workflows, roles and permissions, interfaces, and employee data. • Monitor SLAs and KPIs for HR Technology and Projects, analyze case drivers, root causes and system defects, facilitate operational prioritization. • Monitor and analyse HR solutions roadmap incl new releases and maintain enhancement and change request backlog. • Support users with system navigation, transactions, approvals, and troubleshooting. • Monitor integration errors and coordinate issue resolution with solution architects, other technical teams and vendors. • Perform routine technical system administration and data maintenance activities. • Support testing activities for releases, patches, and enhancements. • Maintain support documentation, knowledge articles, and operational procedures. • Escalate complex issues to solution architects, product owners, or other technical teams when required.