Customer Experience Specialist-Digital Tools

Eaton Corporation•Galesburg, MI

15h•$84,000 - $123,000•Onsite

About The Position

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. Eaton announced, on June 11, 2026, the intent to combine its Mobility Group (including both the Vehicle and eMobility segments) with a new company. We expect to complete this process by the end of the first half of 2027. The compensation and benefits that will initially be offered for this position are based on Eaton's plans, programs and practices. If you are offered and accept this position and are actively employed by the Mobility Group when the transaction closes, the new company will provide further details to employees concerning compensation and benefits at that time. 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.

Requirements

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.

Nice To Haves

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

Responsibilities

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%