Technical Product Service Manager

Job Description

Eaton’s Vehicle Group is currently seeking a Technical Product Service Manager to join our team. This position is based at our Galesburg, MI facility. Relocation and Sponsorship benefits are not available for this position.

Position Overview:

The primary function of the Product Service Manager (PSM) is to manage the product line and support internal and external customers. This position's role is to drive customer complaint management, input to engineering design implementations and to provide second level support of the field personnel (i.e., Call Center and Roadranger Field Persons (RFM).

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 and every day. It’s where bold, bright professionals like you can reach your full potential—and where you can help us reach ours.

In this function you will:

• Proactively define and develop the necessary service support architecture for internal and external customer needs.
• Provide technical input to engineering teams to ensure a serviceable product.
• Provide necessary content to development/updates for service support materials such as Service Manuals, Troubleshooting Guides, Driver Manuals, etc.... for both NAFTA and Global markets.
• Develop and execute effective support strategies for the entire defined product life by aggressively driving product improvements and effective field strategies
• Track and support field test initiatives for new product development with deployment support, issue tracking, technical assistance, and issue trending.
• Coordinate service support strategies with RFM, internal customers (Engineering, Warranty, Reliability, and Safety) and end use customers to reduce truck down time.
• Create and communicate internally to Eaton and/or Eaton Cummins Joint Venture management and/or appropriate groups for status updates received from the field and for updates to issue resolutions including field service updates, service bulletin, etc.
• Proactively define and develop the necessary service support architecture for programs, campaigns, and recalls.
• Utilize and define systematic processes to manage product performance corrective action.
• Provide technical assistance on customer visits to better understand product and customer issues.
• Provide engineering with data to support customer issue resolution using engineering tools and collaborated processes.
• Develop and improve department processes utilizing Eaton Business Systems (EBS) methodologies.
• Provide updates for internal and external meeting support
• Support key customer events and trade shows
• Provide product training to internal personnel and key customers when needed.
• Assist Product Service Managers to support product field issues on automated products when needed.

When we embrace the different ideas, perspectives and backgrounds that make each of us unique, we — as individuals and as a company — are stronger.

Required (Basic) Qualifications:

• Bachelor’s Degree from an accredited institution is required
• 3 years of relevant technical customer service experience working w/ truck systems/transmissions
• Legally authorized to work in the United States without company sponsorship now or in the future.
• No relocation benefit will be provided. All candidates must reside within a 50 mile radius of Galesburg, MI.

Preferred Qualifications:

• ASE Certification in diesel engines, engine repair, automatic transmission, drive train, electrical systems, engine performance, suspension, steering, etc.
• Basic knowledge of dealership/repair facility operations preferred
• Comprehension of engineering tools and processes
• Ability to work well in a team environment
• Ability to interact with dealers and end-use customers
• Willing to travel up to 25%

Position Success Criteria

• Demonstrated ability of using electronic troubleshooting tools to prescribe a repair strategy
• Demonstrated ability of data/signal analysis to prescribe a repair strategy
• Demonstrated technical writing ability to convey complex problems in an easy-to-understand manner
• Ability to assist in design and development of technical and troubleshooting curriculum
• Demonstrated ability in Failure Analysis
• Knowledge of Mechanical Component Design and Analysis
• Competent in Quality concepts and evaluation
• Competent in general commercial vehicle component knowledge, assembly/disassembly procedures
• Competent in troubleshooting mechanical, electrical, and vehicle systems
• Capable of interacting professionally with customers, even in challenging situations
• Proficient computer skills, including but not limited to MS office applications and basic engineering tools.
• Demonstrated attention to detail and organizational skills
• Experience with advanced system diagnostic tools preferred
• Ability to prioritize several customer requests to best manage limited resources
• Knowledge of Roadranger System and customers (dealer, OEM, and fleet)
• Excellent verbal and written communication/presentation skills and the ability to use diplomacy
• Basic knowledge of dealership/repair facility operations preferred
• Ability to work effectively in a team environment and throughout both Eaton and Eaton Cummins Joint Venture organizations

As a contractor with the Federal government, Eaton is subject to the Executive Order mandating COVID-19 vaccination. As permitted by applicable law, the candidate(s) hired under this posting must provide evidence of full vaccination as defined by CDC guidelines, or request a medical, pregnancy or religious accommodation exempting them from the requirement. Vaccination status will not be verified until after an offer of employment is provided, and candidates may also request a medical, pregnancy or religious accommodation at that time.

Eaton also considers qualified applicants regardless of criminal histories, consistent with local laws. To request a disability-related reasonable accommodation to assist you in your job search, application or interview process, please call 412-893-3600 or send an email to: [email protected]

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: Sales

Region: North America – US/Puerto Rico
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?: No
Travel: Yes, 25 % of the Time