What you’ll do:

The primary function of the Customer Experience Representative (CER) will provide Technical and Order management support (ORM), via phone and electronic communication for customers that utilize Roadranger services and assist with aftermarket sales/promotions. This individual will take direct sales responsibility on “C” level accounts, 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, drive sales and market footprint, bring in valuable VOC and business strategy to generate business growth.

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  Deliver industry leading customer support and improve the customers experience by maximizing customer up time and reducing the incident rate
• Document all applicable customer contacts as needed and support field sales for growth
• Assist in accurately determining failure root cause; provide technical or other assistance related to the contact.
• 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 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.
• Promptly receives and accurately review and process customer contracts & purchase orders
• Represent aftermarket sales at industry trade shows, and customer events, such as SEMA and MOAB, including training and technical support.
• Assist finance with customer billing, credit & debit concerns.
• Utilize expertise/knowledge regarding automotive and truck industry methodologies and tools for supporting service of vehicle systems at the service facility level
• Interact with cross functional departments such as Technical Services, Service Engineering, Warranty, and supply chain to communicate trends and opportunities for improvement
• Ability to work flexible hours, potentially including weekends
• Responsible for staying current on pertinent product and customer issues
• Administer Eaton product warranties per published guidelines
• Ability to travel up to 20%

Qualifications:

Basic Qualifications:

• High school diploma or GED
• Minimum of 5 years of industry experience (automotive drivetrain/powertrain, truck, heavy equipment, or other mechanical/electrical applications or environments)
• 2 years of customer service experience
• Legally authorized to work in the United States without company sponsorship now or in the future
• No relocation assistance is offered for this position. Candidates must currently reside within a 50-mile radius of the work location (Southfield, MI) to be considered.

Preferred Qualifications:

• 7 years of industry experience - automotive, truck or heavy equipment
• 5 years of customer service experience
• Basic knowledge of dealership/repair facility operations and transmission or gear train operations
• Experienced in troubleshooting drivetrain systems including differentials
• Experience with troubleshooting methods, tools & data systems such as Oracle, C360 & Enovia
• Experience with Eaton Differential & Roadranger products or comparable products
• ASE certifications

Skills:

Position Success Criteria:

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  Ability to work well in a team environment
• Competent in explaining and troubleshooting mechanical and electrical systems
• Demonstrated ability to convey complex problems in an easy to understand manner
• Competent in developing and delivering technical and troubleshooting curriculum to a wide audience
• Competent in general truck component knowledge, assembly/disassembly procedures.
• 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
• Excellent organizational and time management skills
• Ability to work flexible hours and possible weekends