About the Company
Eaton is an intelligent power management company dedicated to protecting the environment and improving the quality of life for people everywhere. We make products for the data center, utility, industrial, commercial, machine building, residential, aerospace and mobility markets.
About the Role
We are seeking an experienced and highly organized professional to support China-based customers on global projects and act as the key liaison between customers and international project teams. This role oversees service support and delivery for overseas deployments, ensures smooth local execution, strengthens customer relationships, coordinates field-level PMO activities, and safeguards compliance with local regulations throughout the project lifecycle. The person will manage customer site interactions, resolve issues in collaboration with local teams and China headquarter resources, and drive exceptional customer care and delivery quality.
Responsibilities
- Service Support & Delivery
- Oversee deployment and implementation of overseas projects for China outbound customers, ensuring smooth local execution and delivery quality.
- Drive end-to-end service readiness: kickoff, pilot, ramp, go-live, hypercare, and handover to steady-state operations.
- Track SLAs/OLAs, coordinate site services, and ensure issue resolution meets agreed timelines and quality standards.
- Project Management (PMO)
- Lead field PMO activities for global projects related to China outbound accounts.
- Monitor project progress, manage timelines, and ensure deliverables meet quality standards.
- Identify risks, develop mitigation plans, and provide regular status updates to stakeholders.
- Coordinate resources across regions to ensure on-time project delivery.
- Customer Management
- Build and maintain strong relationships with China outbound clients, continuously addressing their needs and enhancing satisfaction.
- Proactively identify customer requirements and improvement opportunities; translate Voice of Customer (VoC) into action plans.
- Conduct service support review, track customer satisfaction (e.g., NPS/CES), and drive continuous improvement.
- Customer Liaison & On-Site Support
- Serve as the primary point of contact for customers at overseas project sites.
- Ensure clear communication of project objectives and requirements between customers and global teams.
- Assist in resolving issues during project execution and provide timely support on-site or remotely.
- Cross-Team Collaboration
- Work closely with local teams and China headquarter resources, as well as global project teams, engineering, operations, and supply chain to ensure seamless execution.
- Facilitate cultural and communication alignment between China-based customers and international teams.
- Establish governance cadences (stand-ups, weekly reviews, risk/issue boards) to drive transparency and accountability.
- Risk & Compliance Management
- Ensure adherence to local regulations and compliance requirements throughout project execution to mitigate potential risks.
- Partner with legal/compliance teams on data privacy, export controls, HSE, labor, and third-party compliance.
- Maintain a risk register, implement controls, and manage escalations and remediation plans.
Qualifications
- Bachelor's degree in Engineering, Business, or related field
- Minimum 12 years of experience in project management or customer liaison roles, preferably in global projects.
- Strong understanding of international project delivery, customer engagement, and service operations.
- Excellent communication skills in English and Mandarin (written and spoken).
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- PMP or equivalent certification is a plus; familiarity with service delivery frameworks (e.g., ITIL) is advantageous.
- Willingness to travel globally as required.
Required Skills
Strong understanding of international project delivery, customer engagement, and service operations.
Preferred Skills
PMP or equivalent certification is a plus; familiarity with service delivery frameworks (e.g., ITIL) is advantageous.
Pay range and compensation package
At Eaton, we don't just want to offer you a job, but a journey and experience. Our goal is to give you the space to find that sweet spot where your passion meets purpose.
Equal Opportunity Statement
Eaton is committed to diversity and inclusivity in the workplace.
