Eaton Corporation Customer Experience Representative in Galesburg, Michigan
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.
Competent in explaining and troubleshooting mechanical and electrical systems
Demonstrated ability to convey complex problems in an easy to understand manner
Assist 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.
Ability to interpret basic signal trace data (CAN, SAE protocols) using MS Excel or similar system
Demonstrated attention to detail and organizational skills required
Ability to negotiate
Excellent organizational and time management skills
Ability to work flexible hours and possible weekends
High School Diploma or GED equivalent required
Minimum of 2 years’ experience in automotive, truck, heavy equipment, other mechanical/electrical environments, or vehicle industry.
Must be legally authorized to work in the US without company sponsorship.
Bachelor's degree or commitment to continuing education to pursue bachelor's degree
5 years’ experience in automotive, truck, heavy equipment, or other mechanical/electrical applications or environments
5 years of customer service experience
Basic knowledge/familiarity of dealership/repair facility operations
Basic knowledge/familiarity of transmission or gear train operation
Basic knowledge/familiarity in troubleshooting electrical systems containing sensors and actuators
Basic knowledge/familiarity with electronic troubleshooting methods, tools and standards such as CAN
Basic knowledge/familiarity with Roadranger products or comparable products
Ability to work well in a team environment
We make what matters work. Everywhere you look—from the technology and machinery that surrounds us, to the critical services and infrastructure that we depend on every day—you’ll find one thing in common. It all relies on power. That’s why Eaton is dedicated to improving people’s lives and the environment with power management technologies that are more reliable, efficient, safe and sustainable. Because this is what matters.
We are confident we can deliver on this promise because of the attributes that our employees embody. We’re ethical, passionate, accountable, efficient, transparent and we’re committed to learning. These values enable us to tackle some of the toughest challenges on the planet, never losing sight of what matters.
Region: North America – US/Puerto Rico
Organization: VEH Vehicle Group
Job Level: Individual Contributor
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: Yes
Does this position offer relocation?: No
Travel: Yes, 10 % of the Time
Eaton is an Equal Opportunity and Affirmative Action Employer. Eaton is 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.