Eaton’s Aerospace Fuel Motion Control Systems division is currently seeking a Team Lead – Customer Service Representative to join our team. This position is based at our Fort Worth, Texas facility.
The Team Lead – Customer Service Representative is responsible for identify emerging trends that affect the customers experience with our products, using data analytics, and experience to drive product reliability and functionality improvements through the organization. In this role, you will create and deliver custom training to Customer Service Representatives based on his or her discoveries. The Team Lead - Customer Service Representative will use a combination of existing tools and creativity to increase the skills and ability of the Customer Service Representatives; thereby, reducing the amount of time from identification of a new issue to training the team on are commended customer response.
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.
Use current business tools and data analytics to discover emerging trends, product improvement opportunities, and system enhancements to improve the customers experience with Eaton.
Represent the Customer Command Center and support Tech Services, PDH, Order Center and other product/process improvement initiatives.
Use emerging trend and other relevant information to design, develop, and facilitate custom training for the Customer Service Representatives and related teams.
Ability to Interpret electronic data to prescribe repair strategies for all products
Conduct call evaluations on Customer Service Representatives to identify training opportunities and provide coaching / feedback to center personnel
Train Customer Service Representatives on proper phone skills and procedures.
Develop, implement, and maintain new claim coding guidelines with Center personnel, reliability, and Warranty
Thorough understanding of aircraft components to include Fuel & Motion Control Systems and Fluid & Electrical Distribution Systems etc.
Strong technical skills/knowledge of all Eaton Aerospace products
Interact with Engineering and Tech Service to communicate trends and opportunities for improvement
Document all applicable customer contacts / warranty claims.
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.
Support teammates and other departments as needed. Monitor service levels, call response times, level loading work loads, scheduling shifts to ensure full coverage of Customer Support. Key Owner of Center Metrics to ensure metrics are green. Responsible for staffing the center and ensuring CI is a culture within the CS Team.
Represent Eaton in a courteous, ethical, and professional manner at all times.
Ability to work flexible hours, potentially including weekends.
Responsible for staying current on pertinent product and customer issues.
Administer Eaton Aerospace Component product warranties per published guidelines.
Ability to travel up to 25%.
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:
Bachelor's degree from an accredited institution or 10 years of Customer Service experience.
7 years of Customer Service experience.
Candidates must be legally authorized to work in the United States without out company sponsorship, now or in the future.
This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). All applicants must be U.S. persons within the meaning of ITAR. ITAR defines a U.S. person as a U.S. Citizen, U.S. Permanent Resident (i.e. 'Green Card Holder'), Political Asylee, or Refugee.
Master's Degree from an accredited institution.
10 years of Customer Service experience.
Aerospace industry experience.
Management of People experience.
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: AER FMC Fuel Motion Control Systems
Job Level: Team Leader/Supervisor
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: No
Does this position offer relocation?: Relocation from within hiring country only
Travel: Yes, 25 % of the Time