Customer Service Representative

Company: Eaton
Location: Galesburg
Posted on: February 22, 2021

Job Description:

Eaton's Industrial Sector is currently seeking a Customer Experience Representative to join our team. The position is located at our Galesburg, MI location.Position OverviewThe 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 and promotions. The CER 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 and 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.In This Function You Will* Deliver industry leading customer support and improve the customers' experience by improving customer up time and reducing the incident rate.* Document all applicable customer contacts and warranty 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. * Embrace continuous improvement and efficiency activities that lead to positive impacts to the business.* Assist managers with building a cross-functional and flexible support organization to meet future support requirements and interact with cross functional departments such as Advanced Technical Services, Service Engineering, Warranty, and supply chain to communicate trends and opportunities for improvement.* Use current business tools and data analytics to discover emerging trends, product improvement opportunities, and system enhancements to improve the customers experience with Eaton.* Use emerging trend and other relevant information to design, develop, and facilitate custom training for the Roadranger Call Center agents and related teams.* Administer product warranties per published guidelines.* Develop, implement, and maintain claim coding guidelines with product 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.Required (Basic) Qualifications* High School Diploma from an accredited institution.* Minimum one (1) year experience within the automotive and/or industrial industry.* Must be legally authorized to work in the United States without sponsorship now or in the future* No relocation benefit is being offered for this position. Only candidates that currently reside within the 50 miles of Galesburg, MI will be considered. Active Duty Military Service member candidates are exempt from the geographical area limitation.Preferred Qualifications* Bachelor's degree from an accredited institution.* Three (3) years of automotive, truck or heavy equipment experience.* Three (3) years of customer service experience.* Basic knowledge of dealership/repair facility operations.* Basic knowledge of transmission or gear train operation.* Experienced in troubleshooting electrical systems containing sensors and actuators.* Experience with electronic troubleshooting methods, tools and standards such as Controller Area Network (CAN).* Experience with Roadranger products or comparable products.Position Criteria* Ability to work well in a team environment.* 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.* Ability to negotiate.* Excellent organizational and time management skills.* Ability to work flexible hours and possible weekendsWe 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.JobSalesRegionNorth America - US/Puerto RicoPrimary LocationUnited States-Michigan-GalesburgWork LocationsGalesburg MI LocOrganizationVEH Vehicle GroupJob LevelIndividual ContributorScheduleFull-timeIs remote work (i.e. working from home or another Eaton facility) allowed for this position?NoDoes this position offer relocation?NoTravelYes, 10 % of the TimeRequisition ID :092921

Keywords: Eaton, Kalamazoo , Customer Service Representative, Hospitality & Tourism , Galesburg, Michigan