Eaton's IS VEH VGNA division is currently seeking a Customer Experience Digital Tools Specialist. This is a hybrid work opportunity based at our Galesburg, MI facility.
The Customer Experience Digital Tools Specialist (DTS) will provide direct support for Eaton's ServiceRanger4 Diagnostic Tool. This will include application troubleshooting, technician operation assistance, account authorization and assistance, account management assistance, billing verification, and support engineering with application update testing. This individual will help identify emerging trends that affect the customers experience with ServiceRanger4, 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. Secondarily, the digital tools specialist will have a general understanding of vehicle operation and fault code diagnostics.
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The expected annual salary range for this role is $67500.0 - $99000.0 a year.
Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.
What you'll do:
- Document all applicable customer contacts / warranty claims in applicable software systems
- 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
- Develop, implement, and maintain claim coding guidelines with product teams
- General 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
- General 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
- Responsible for staying current on pertinent product and customer issues
- Administer Eaton Truck Component product warranties per published guidelines
- Understand and communicate security system issues, network requirements, PC restrictions
Qualifications:
Required Basic Qualifications:
- Minimum of two (2) years experience in a computer related field and/or Bachelors Degree from an accredited institution
- Must be legally authorized to work in the United States without company sponsorship both now and in the future
- No relocation is available for this position. Only candidates that reside within 50 miles of Galesburg, MI will be considered. Active Duty Military are exempt from this geographical limitation.
Preferred Qualifications:
- Five (5) years experience in a computer related field
- Knowledge of dealership/repair facility operations, transmission and gear train operation
- Experience with electronic troubleshooting methods, tools, SAE (society of automotive engineers) standards
Skills:
- 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
- Demonstrated attention to detail and organizational skills required
- Ability to negotiate
- Ability to work flexible hours, potentially including weekends
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.
Eaton believes in second chance employment. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws.
You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Eaton is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.
To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at 1-800-836-6345 to discuss your specific need. Only accommodation requests will be accepted by this phone number.
We know that good benefit programs are important to employees and their families. Eaton provides various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work. Click here for more detail: Eaton Benefits Overview. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.