- Entry level
- No Education
- Salary to negotiate
Eaton's Vehicle Group division has an immediate opening for a Customer Experience Representative to be based in Galesburg, MI.
The primary function of the Customer Experience Representative (CER) 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.
Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, each and every day. It’s where bold, bright professionals like you can reach your full potential—and where you can help us reach ours.
You will deliver industry leading customer support
You will improve the customers experience by improving customer up time and reducing the incident rate
You will document all applicable customer contacts / warrant claims in related software systems.
You will 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.
You will assist with employee on-boarding and training as needed.
You will represent the Roadranger Customer Experience Center in cross-functional teams and project/as needed.
You will embrace continues improvement and efficiency activities that lead to positive impacts to the business
You will assist managers with building a cross-functional and flexible support organization to meet future support requirements
You will use current business tools and data analytics to discover emerging trends, product improvement opportunities, and system enhancements to improve the customers experience with Eaton
You will represent the Roadranger Customer Experience Center and support the Advanced Technical Service team in PPIT, Max Uptime, and other product/process improvement initiatives
You will use emerging trend and other relevant information to design, develop, and facilitate custom training for the Roadranger Call Center agents and related teams
When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger.
We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.
Required (Basic) Qualifications
High School diploma or GED from an accredited institution is required
Minimum of 2 years of customer facing, sales, or industrial/ mechanical experience
Relocation is not attached to this role. Candidates must reside within 50 miles of Galesburg, MI
Must be able to work in the U.S. without sponsorship now and in the future
Bachelor’s Degree from an accredited institution
5+ years of automotive, truck or heavy equipment experience
5+ years of customer service experience
Competent in explaining and troubleshooting mechanical and electrical systems
Demonstrated ability to convey complex problems in an easy to understand manner
Competent in developing and delivering technical and troubleshooting curriculum to a wide audience
Competent in general truck component knowledge, assembly/disassembly procedures.
Capable of interacting professionally with customers, even in challenging situations.
Excellent verbal, written, interpersonal and presentation skills
Proficient computer skills, including but not limited to MS office applications.
Demonstrated ability to interpret signal trace data using MS Excel or similar system
Demonstrated attention to detail and organizational skills required
Ability to negotiate
Excellent organizational and time management skills
Responsible for staying current on pertinent product and customer issues
Ability to work flexible hours and possibly
About the company
Eaton is a global technology leader in power management solutions that make electrical, hydraulic and mechanical power operate more efficiently, effectively, safely and sustainably.