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Customer Experience Representative - Applications Support

Eaton?s Vehicle
division is currently seeking a Customer Experience Representative-
Applications Support to join our team. This position is based at our Galesburg, Michigan location.
The primary function of
the customer experience representative (CER) ? application support specialist
will be to provide technical and sales support for Eaton computer/web based
diagnostic applications (ServiceRanger, IntelliConnect, My,Eaton.com. etc?). This
individual will provide industry leading customer support via phone and
electronic communication for customers that utilize Roadranger products and
services. Responsibilities include PC support, application installation,
software troubleshooting, resolving
vehicle connection issues, web site assistance, registering new accounts, and
participating with programs, promotions, and sales initiatives. Moreover, the
customer experience representative will help identify emerging trends that
affect the customers experience with our products and services. He or she will
use data analytics and voice of customer to drive application reliability
improvements, enhance ease of use, and implement efficiency initiatives.
Additionally, the CER will develop/conduct training, and implementing ideas
that focus on first call resolution and self-serve (call deflection)
opportunities.
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.
+ You will improve the customers
experience with Eaton products by providing industry leading telephone-based
customer support.
+ You will provide tier I and
tier II (escalated issues) customer support
+ You will have a strong
understanding of PC support and troubleshooting including windows
operating systems, hardware and driver interactions, registry edits, Microsoft
.NET Framework, software installation/removal procedures, and database
management
+ You will have a strong
understanding of PC and peripheral hardware/software interactions
(communication interfaces/adapters)
+ You will provide technical input
to engineering design reviews and continuous improvement teams
+ You will accurately identify
& resolve customer concerns and document contacts in appropriate
systems
+ You will analyze call trends
& implement efficiency programs that provide self-serve/call
deflection opportunities
+ You will develop and execute
effective support strategies for the defined product life by aggressively
driving product improvements and effective field strategies
+ You will submit Observation
Reports (ORs) for service tool issues
+ You will assist with employee
on boarding and training as needed.
+ You will provide necessary
content for development of service support materials such as Service
Manuals, Troubleshooting Guides, and Training Programs for both NAFTA and
Global applications.
+ You will embrace continuous
improvement and efficiency activities that lead to positive impacts to the
business
+ You will assist with building a
cross-functional &flexible support organization to meet future support
needs
+ You will represent the Customer
Experience Center in cross-functional teams and project/as needed.
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.
Qualifications
Basic Qualifications:
+ High School diploma or GED
required.
+ Minimum of 5 years industry
experience in a PC/Software application troubleshooting and support role
+ Minimum of 2 years customer
service experience
+ Legally authorized to work in
the United States without company sponsorship
+ No relocation benefit is being
offered for this position. Candidates must reside within a 50 mile radius
of Galesburg, MI.
Preferred Qualifications:
+ 10 years industry experience in
PC/Software application troubleshooting and support role
+ 5 years customer service
experience
+ Industry certifications such as
CompTIA A Plus (A+), Network+, Microsoft MCTS, MCITP, Apple ACSP or
equivalent
+ Experience with
dealership/repair facility operations
+ Experience with electronic
troubleshooting and electronic troubleshooting tools
+ Experience using remote IT
Support access software
+ Experience with Roadranger
products or comparable products
+ Willingness to travel/relocate
+ Bachelor?s Degree from an
accredited institution
+ Familiarity with
dealership/repair facility operations
+ Familiarity with electronic
troubleshooting and electronic troubleshooting tools
+ Familiarity with Roadranger
products or comparable products
+ Ability to work well in a team
environment
Position Success
Criteria :
+ Competent in teaching and in-depth troubleshooting
of PC/software applications
+ Demonstrated ability to convey complex
problems in an easy to understand manner through telephone-based methods
+ Competent in developing and delivering
technical and troubleshooting curriculum to a wide audience
+ 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 attention to detail and
organizational skills required
+ Ability to negotiate
+ Excellent organizational and time
management skills
+ Ability to work flexible hours and
possible weekends
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.
Job: Sales
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
Eaton is an Equal Opportunity and Affirmative Action Employer. Eaton is 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.


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