Customer Advocate

Oshkosh Corporation • Clinton, PA

23h • Onsite

About The Position

JLG began in 1969, when our founder, John L. Grove set out to resolve growing safety concerns in the construction industry. Since then we have been committed to understanding the challenges and delivering innovative solutions to the access market. We partner with customers to provide quality equipment, training opportunities and trusted support within the access industry. We are a global company, and our products—including mobile elevating work platforms, telehandlers, utility vehicles and accessories—can be found all over the world. The Customer Advocate will be involved in many aspects of the customer life cycle within JLG quality aftermarket services, training, product safety, legal, supply chain, production, engineering and advanced concepts to ensure the highest standards of customer assurance. The Customer Advocate will facilitate internal and external communication to achieve outlined goals, resolve escalation, and strengthen customer relationships. The primary objective for the Customer Advocate is to be the single point of contact to resolve escalating issues, build loyalty, and increase responsiveness for customer service issues. YOUR IMPACT These duties are not meant to be all-inclusive and other duties may be assigned.

Requirements

• High School Diploma/GEQ.
• Proficient in Microsoft Office programs.

Nice To Haves

• Ability to read and apply engineering prints (parts and service manuals), hydraulic drawings, electrical drawings and schematics.
• Proficient on AWP or TMH Product (Parts or Service).
• Excellent problem-solving capabilities and ability to multi-task.
• Three (3) years of customer service experience.
• Two to Three (2-3) years of experience in manufacturing or knowledge of construction equipment.

Responsibilities

• Assume ownership over Aftermarket related issues through various departments to achieve resolution and overall customer satisfaction through problem-solving actions.
• Provide “best in class” service to our internal customer base as well as an immediate, consistent, and accurate response to customer inquiries telephonically and electronically with friendly, respectful and customer focus demeanor.
• Ability to provide service troubleshooting support and/or parts assistance on JLG products and be able to communicate the aftermarket programs and services.
• Communicate with senior level management team and internal managers including formal presentations, weekly issue reporting, and status on resolution for current technical and escalated issues.
• Analyze and inform both internal customer and leadership of trends and opportunities for product improvements and reliability.
• Track notices related to customer service including field bulletins and safety campaigns.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED