Senior Contact Center Manager

Eaton
Michigan
Workplace: HybridFull timeUSD 97,000 - 143,000 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 7+ yearsEducation: bachelorsSkills: ["Leadership","Excellent written and verbal communication","Prioritization"]

Lead the Roadranger Customer Experience contact center in a hybrid role near Galesburg, MI, driving service culture, team performance, and department KPIs. Manage customer experience coordinators and serve as backup to the Contact Center General Manager. Use reporting and diagnostic tools (including Power BI, OBIEE, CUIC, telematics, and CAN data) to translate Voice of the Customer and product performance into actions that improve reliability, uptime, and warranty outcomes.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Eaton
Eaton
1 week ago

Senior Contact Center Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live
Reposted: first listed 2 days ago

Job Summary

Lead the Roadranger Customer Experience contact center in a hybrid role near Galesburg, MI, driving service culture, team performance, and department KPIs. Manage customer experience coordinators and serve as backup to the Contact Center General Manager. Use reporting and diagnostic tools (including Power BI, OBIEE, CUIC, telematics, and CAN data) to translate Voice of the Customer and product performance into actions that improve reliability, uptime, and warranty outcomes.
Location: Michigan
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Develop a contact center culture of excellence and lead the U.S.-based contact center team (with a Junior Supervisor), serving as backup to the Contact Center General Manager.
  • •Manage and improve department KPIs by monitoring team performance, running evaluations, and providing coaching/feedback to Customer Service Coordinators.
  • •Use customer support technologies, case management systems, warranty applications, AI tools, and telematics to capture VOC, monitor product performance, and support proactive fleet management initiatives.
  • •Oversee customer experience and warranty administration, provide technical and warranty support, manage the truck down process, and maintain claim coding guidelines with product teams.
  • •Drive continuous improvement by analyzing inbound contact headcount needs (Erlang C), leveraging warranty and reliability data to streamline repair strategies, and representing the call center in projects and initiatives.
Travel: Low travel

Pay and Benefits

Salary: USD 97,000 - 143,000 annually
Perks:Health InsuranceRetirement BenefitsPaid Leave

Key Requirements

  • •Minimum Bachelor’s degree from an accredited institution.
  • •Minimum 7 years technical experience in field service support and contact/call center environments.
  • •Minimum 5 years as a manager or supervisor.
  • •Advanced knowledge of dealership/repair facility operations (preferred) and hands-on vehicle technical experience to diagnose and troubleshoot powertrain, electrical, and drivability issues.
  • •Experience using reporting and diagnostic tools/data analytics to drive decision-making and improve customer support and reliability outcomes.
Experience:7+ years
Education:Bachelor's
Skills:LeadershipExcellent written and verbal communicationPrioritization
Tech Stack:Power BIOBIEECUICTelemeticsCAN dataSalesforceMinitabFive9Siebel systemsErlang CCase management systemsWarranty applicationsAI toolsTelematics platforms

Eligibility

Visa:CPTOPTSTEM OPTF-1 to H-1BH-1B cap registrationO-1E-3TN statusI-485 job portability
Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Eaton
Designs, manufactures, and distributes electrical components, power management systems, and industrial equipment for energy, aerospace, vehicle, and industrial markets worldwide, focusing on efficiency, safety, and sustainability.
Industry: Industrial Machinery
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dublin, Ireland
Founded: 1911
WebsiteLinkedIn