Senior Contact Center Manager

Eaton Corporation•Galesburg, MI

23h•$97,000 - $143,000•Hybrid

About The Position

Eaton’s IS VEH VGNA division is currently seeking a Senior Contact Center Manager. This is a hybrid work opportunity for Eaton. Candidates must live within 50 miles of our Galesburg, MI facility. The expected annual salary range for this role is $97000 - $143000 a year. The Senior Contact Center Manager is responsible for developing a contact center culture of excellence within the Roadranger Customer Experience Center, delivering industry-leading customer support and operational performance. This role leads the U.S.-based contact center team, supported by a Junior Supervisor, and serves as the backup to the Contact Center General Manager when needed. The role supports a team responsible for diagnosing and resolving technical issues related to Eaton/ECJV commercial transmissions, clutches, and performance automotive products. Success in this position requires the effective use of reporting and diagnostic tools, including Power BI, OBIEE, CUIC, telematics, CAN data, and other industry-standard technologies to resolve customer concerns, identify trends, improve reliability, and drive continuous improvement. The Senior Contact Center Manager will leverage customer support technologies, case management systems, warranty applications, AI tools, and telematics platforms to capture the Voice of the Customer (VOC), monitor product performance, and support proactive fleet management initiatives. This leader will transform customer feedback and operational data into actionable strategies that reduce warranty costs, improve customer uptime, and enhance the overall customer experience. Additional responsibilities include managing warranty administration, providing technical and warranty support, overseeing the truck down process, and championing initiatives that increase team capability, operational efficiency, and customer satisfaction 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.

Requirements

Minimum Bachelor’s Degree from an accredited institution
Minimum 7 years technical experience in field service support, contact center, call center environments
Minimum 5 years as a manager/supervisor
Thorough 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.
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.

Nice To Haves

Master’s Degree
Advanced knowledge of dealership/repair facility operations
Knowledge of Power BI, Siebel systems, SalesForce, Five9, Minitab
Experience using data to drive decision making
Advanced understanding of Eaton applications and operating systems
Excellent written and verbal communication skills
Strong prioritization skills and ability to manage multiple requests
Willing to travel up to 15%
Knowledge of Salesforce, Minitab and/or Five9 phone systems and similar applications
Familiarity with IT testing processes and capable of working in a dev testing environment to provide feedback during new system and process implementation

Responsibilities

Managing and improving department KPIs, monitoring team performance, and presenting results and insights to leadership and key customers.
Overseeing customer experience coordinators (CECs), conducting performance evaluations, managing staffing and schedules, and providing ongoing coaching to ensure exceptional customer service, professionalism, collaboration, and technical expertise.
Diagnosing and resolving technical issues related to Eaton/ECJV commercial transmissions, clutches, and performance automotive products.
Leveraging customer support technologies, case management systems, warranty applications, AI tools, and telematics platforms to capture the Voice of the Customer (VOC), monitor product performance, and support proactive fleet management initiatives.
Transforming customer feedback and operational data into actionable strategies that reduce warranty costs, improve customer uptime, and enhance the overall customer experience.
Managing warranty administration, providing technical and warranty support, overseeing the truck down process, and championing initiatives that increase team capability, operational efficiency, and customer satisfaction.
Use current business tools and data analytics to discover emerging trends, product improvement opportunities, and system enhancements to improve the customers’ experience with Eaton.
Understanding of how to apply Erlang C processes to determine correct headcount through projected and actual inbound contacts.
Leverage warranty and reliability data to streamline repair strategies and endure call center teams are consistently and accurately adhering to call center and warranty procedures.
Lead the current fleet support service team (FleetWatch) that utilizes advanced reporting, diagnostic tools, telematics, and customer support tools to provide industry leading customer support.
Support a structure which leverages technology (customer support ecosystem, case management, telematics, etc..) to ensure warranty targets and customer up-time expectations are met.
Represent the Roadranger Call Center, support Tech Services and warranty teams with projects, initiatives, meetings and other product/process improvement initiatives as needed.
Support industry events (Skills USA, TMC) and university recruiting events as needed.
Conduct quality evaluations on Customer Service Coordinators to identify training opportunities and provide coaching / feedback to call center personnel.
Develop, implement, and maintain new claim coding guidelines with product teams.