Eaton's IS VEH VGNA division is currently seeking a Customer Experience Representative. This position is a hybrid opportunity based at our Galesburg, MI facility.
The Customer Experience Representative will provide warranty support, direct and adjudicate product warranty repairs via phone and electronic communication for customers that utilize Roadranger services, and assist with aftermarket sales/promotions. This individual will help identify emerging trends that affect the customers experience with our products, use data analytics, and observations to drive product reliability and functionality improvements through the organization, create and deliver custom training to customer experience representatives based on his or her discoveries.
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The expected annual salary range for this role is $63,800.00- $93,500.00 a year.
Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.
What you'll do:
- Deliver industry leading customer support
- Improve the customers experience by improving customer up time and reducing the incident rate
- Document all applicable customer contacts / warrant claims in related software systems.
- Assist in accurately determining failure root cause by utilizing diagnostic procedures, repair strategies, part requirements, labor hours, and technical or other assistance related to the repair.
- Represent the Roadranger Customer Experience Center in cross-functional teams and project/as needed.
- Assist managers with building a cross-functional and flexible support organization to meet future support requirements
- Document all applicable customer contacts / warranty claims in applicable software systems
- Assist in accurately determining failure root cause by utilizing diagnostic procedures, repair strategies, part requirements, labor hours, and technical or other resources related to the repair.
- Represent the Roadranger Customer Experience Center and support the Technical Service/Service Engineering teams as needed
- Ability to Interpret electronic data to prescribe repair strategies for all products
- Implement, and maintain claim coding guidelines with product teams
- General understanding of vehicle assemblies, engine/transmission power trains, drive train components, vehicle electrical/electronic systems including wiring, data links, actuators, etc.
- Technical hands on vehicle experience for diagnosing and troubleshooting engine, transmission, brake systems, and other vehicle related problems including drivability and fault/no-fault related symptoms
- Expertise/knowledge regarding automotive and truck industry methodologies and tools for supporting service of vehicle systems at the dealership level
- Interact with cross functional departments such as Advanced Technical Services, Service Engineering, Warranty, and supply chain to communicate trends and opportunities for improvement
Qualifications:
Required Basic Qualifications:
- Minimum of a High School Diploma or GED from an accredited institution
- Minimum of two (2) years of experience within a mechanical, electrical and/or hydraulic field
- Must be authorized to work in the United States without corporate sponsorship now and in the future
- No relocation is being offered for this position. Only candidates that reside within a 50 mile radius of Galesburg, MI will be considered. Active Duty Military Service member candidates are exempt from the geographical area limitation.
Preferred Qualifications:
- Five (5) years of experience or higher within automotive, truck or heavy equipment
- Five (5) years of customer service experience
- Experience with dealership/repair facility operations
- Experience with transmission, gear train operation and/or troubleshooting mechanical and electrical systems containing sensors
- Associates degree or higher
Skills:
- Ability to work well in a team environment
- Excellent verbal, written, interpersonal and presentation skills
- Experience with troubleshooting methods, tools and SAE standards
- Proficiency with computer skills, including but not limited to MS office applications
- Ability to work flexible hours and possible weekends
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Eaton considers qualified applicants regardless of criminal histories, consistent with local laws. To request a disability-related reasonable accommodation to assist you in your job search, application or interview process, please call us at 1-800-836-6345 to discuss your specific need. Only accommodation requests will be accepted by this phone number.
We know that good benefit programs are important to employees and their families. Eaton provides various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work. Click here for more detail: Eaton Benefits Overview. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.