Eaton’s IS VEH VGNA division is currently seeking a Automated Transmissions Customer Service.

Primary Function:

The primary function of the Customer Experience Representative (CER) is to 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. 

Essential Functions:

•    Deliver industry leading customer support 
•    Improve the customers experience by improving customer up time and reducing the incident rate
•    Document all applicable customer contacts / 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. 
•    Assist with employee on-boarding and training as needed. 
•    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
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Basic qualifications:
•    Bachelor’s Degree from an accredited institution (Engineering)
•    Fluent in English (Advanced verbal and written)  
•    Minimum of 2 years industry experience 
•    Basic knowledge of dealership/repair facility operations
•    Basic knowledge of transmission or gear train operation
•    Experience in troubleshooting electrical systems containing sensors and actuators
•    Experience with electronic troubleshooting methods, tools and SAE standards 
•    Experience with Roadranger products or comparable products
•    Ability to work well in a team environment

 
Preferred:
•    3-5 years of automotive, truck or heavy equipment experience
•    3-5 years of customer service experience 
•    Willingness to travel/relocate 
•    Passport and Visa, or ability to obtain one. 

Additional Information:
•    Occasional Travel: up to 10% of time, once a year for training/meetings 
•    Flexible work solutions: Review with Hiring Manager
•    Shifts are 8 hours between M-F 8:00 AM – 7:00 PM EST
•    Ability to work flexible hours and occasionally weekends

We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.