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Job Details


Eaton

Technical Service Representative (117673)

Customer Service

Customer Service

Yearly

No

Galesburg, Michigan, United States

Eaton's Vehicle Group Aftermarket business is looking for a Technical Service Representative to be based in Galesburg, MI

The primary function of the Technical Service Representative will provide warranty support, direct and adjudicate product warranty repairs via phone and electronic communication for customers that utilize Road ranger services. 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.

In this function you will:

  • Deliver industry leading customer support
  • Improve the customers experience by improving customer up time and reducing the incident rate
  • Document all applicable customer contacts / warrant 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 continues 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
  • 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
  • Ability to travel up to 20%

When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger.

#LIAR3

Qualifications

Required (Basic) Qualifications:

  • High School Diploma or GED from an accredited institution: Minimum of 2 years of experience in an automotive, electrical, mechanical, testing, machining, engineering environment. Co-op/Intern experience acceptable

Or

  • Associate degree electrical/automotive disciplines, or Electrical Apprentice Certification, or applicable Military Service. Minimum of 1 year of experience in an automotive, electrical, mechanical, testing, machining, engineering environment. Co-op/Intern experience acceptable

Or

  • Bachelor’s degree in Electrical or Automotive discipline
  • Relocation is not provided for this role, candidates will need to be located within 50 miles of Galesburg, MI
  • Candidates must be able to work in the US without sponsorship now or in the future.

Preferred Qualifications:

  • Bachelor’s Degree from an accredited institution
  • 5 years of automotive, truck or heavy equipment experience
  • 5 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 CAN
  • Experience with Roadranger products or comparable products
  • Ability to work well in a team environment

Eaton provides a competitive total rewards package commensurate with applicable skills, knowledge, and experience and consistent with internal and external market practices. The annual salary range for this role is $64,800- $89,100.

At Eaton, we know that good benefit plans are important to employees and their families. In addition to a competitive base salary, Eaton provides various Health and Welfare benefits as well as Retirement benefits. Click here for more detail: Eaton Benefits at a Glance.

Eaton considers qualified applicants regardless of criminal histories, consistent with local laws. To request a disability-related reasonable accommodation to assist you in your job search, application or interview process, please call [Register to View] or send an email to: AccommodationsForApplying@Eaton.com

What you will get from us

Eaton’s mission is to improve the quality of life and the environment through the use of power management technologies and services. We provide sustainable solutions that help our customers effectively manage electrical, hydraulic and mechanical power – more safely, more efficiently and more reliably. 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 day. It’s where bold, bright professionals like you can reach your full potential—and where you can help us reach ours. Eaton’s 2020 revenues were $17.9 billion, and we sell products to customers in more than 175 countries. We have approximately 85,000 employees.

We make work exciting, engaging and meaningful for our employees through our dedication to tackling some of the toughest power management challenges on the planet and by never losing sight of what matters. Our culture is built on a strong commitment to practicing our core values and supporting our employees with the tools they need to succeed. We pledge to always foster a diverse and inclusive environment, including inclusion resource groups that bring together employees who share a common purpose, interest or background. In the past year, our company has received top employment recognition by the Human Rights Campaign and almost fifty percent of our Board of Directors represented diverse groups. 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 have demonstrated our passion for sustainability with the recent announcement of cutting carbon emissions from the company’s operations by at least 50 percent by 2030. We are ethical, passionate, accountable, efficient, transparent and committed to learning. We are confident we can deliver on our promise to improve the quality of life and the environment because of the attributes that our employees embody.

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.

Job: Quality

Region: North America – US/Puerto Rico
Organization: VEH Vehicle Group

Job Level: Individual Contributor
Schedule: Full-time
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