Eaton’s VGNA is currently seeking a Customer Experience Representative to join our team. This position is based at our San Luis Potosi Facility. The Customer Experience Representative is responsible to provide warranty support, direct and adjudicate product warranty repairs via phone and electronic communication for customers that utilize Roadranger services, and assist with aftermarket sales/promotions. 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. Some activities related with the position will be: 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 #LI-DS1 #LI-MM3 Qualifications Required (Basic) Qualifications: Bachelor’s Degree from an accredited institution Fluent in English (verbal and written) Minimum of 2 years industry 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 SAE standards Experience with Roadranger products or comparable products Ability to work well in a team environment Preferred Qualifications: 5 years of automotive, truck or heavy equipment experience 5 years of customer service experience Willingness to travel/relocate Position Success Criteria: 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 Shifts are 8 hours between M-F 8:00 AM – 7:00 PM EST Occasional travel Position requires excellent English communication skills (verbally and written), mechanical and electrical aptitude, diagnostic and troubleshooting proficiency, and problem solving skills. Must demonstrate efficiency and proficiency in systems (Siebel, MS Office, and Web Based Programs), requires persistent follow-up, a team attitude and a customer centric approach to daily tasks and overall outlook, as well as developing a detailed understanding of markets (customers, end customers and competition) and how our products service those markets. Position also requires the ability to effectively network with multiple disciplines within the organization, such as Tech Service, Service Engineering, Sales, Marketing, Finance, Plants, and management to ensure a positive customer experience. 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: Latin America 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?: No Does this position offer relocation?: Relocation from within hiring country only Travel: Yes, 10 % of the Time