Eaton's IS VEH VGNA division is currently seeking a Customer Experience Specialist-Digital Tools. This is a full time position based at our Galesburg, MI facility.

The expected annual salary range for this role is $84000 - $123000 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:

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.
• 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
• Ability to Interpret electronic data
• 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
• 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
• Understand and communicate security system issues, network requirements, PC restrictions
• Ability to travel up to 20%

Qualifications:

Required Basic Qualifications:

• Minimum Bachelor's Degree from an accredited institution
• Minimum of two (2) years experience in a computer related field
• Eaton will not consider applicants for employment immigration sponsorship or support for this position. This means that Eaton will not support any "CPT, OPT, or STEM OPT plans, F-1 to H-1B, H-1B cap registration, O-1, E-3, TN status, I-485 job portability, etc.
• 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
• Experienced in troubleshooting Software applications, problem solving for IT products (non-SaaS)
• 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

All positions may require participation in video and in-person interviews as part of the hiring process. All candidates will be evaluated based on job-related competencies, and all candidates' privacy rights and data security will be protected in accordance with applicable laws.