Eaton’s Solutions division is currently seeking a Customer Experience Representative to join our team. This position is based at our San Luis Potosi facility.
The Customer Experience Representative is responsible for 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.
Some activities related with the position will be:
Assist in accurately determining failure root cause by utilizing diagnostic procedures, repair strategies, part requirements, labor hours, and technical or other resources related to the repair.
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 Roadranger Customer Experience Center and support the Technical Service/Service Engineering teams as needed
Use emerging trend and other relevant information to design, develop, and facilitate custom training for the Roadranger Call Center agents and related teams
Ability to Interpret electronic data to prescribe repair strategies for all products
Develop, implement, and maintain claim coding guidelines with product teams
Thorough understanding of vehicle assemblies, engine/transmission power trains, drive train components, vehicle electrical/electronic systems including wiring, data links, actuators, etc.
Technical hands on vehicle experience for diagnosing and troubleshooting engine, transmission, brake systems, and other vehicle related problems including drivability and fault/no-fault related symptoms
Strong technical skills/knowledge of all Eaton Truck products
Expertise/knowledge regarding automotive and truck industry methodologies and tools for supporting service of vehicle systems at the dealership level
Interact with cross functional departments such as Advanced Technical Services, Service Engineering, Warranty, and supply chain to communicate trends and opportunities for improvement
Support teammates and other departments as needed
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 Truck Component product warranties per published guidelines.
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.
- Bachelor’s Degree from an accredited institution
- Fluent in English (verbal and written)
- Minimum of 2 years industry 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 SAE standards
- Experience with Roadranger products or comparable products
- Ability to work well in a team environment
5 years of automotive, truck or heavy equipment experience
5 years of customer service experience
- Willingness to travel/relocate
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: Latin America
Organization: VEH Vehicle Group
Job Level: Individual Contributor
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: No
Does this position offer relocation?: No
Travel: Yes, 25 % of the Time