About JLG, an Oshkosh company
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 sales, service, warranty 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 contract 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.
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 diverse 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 customer and internal managers of trends and opportunities for product improvements and reliability.
Informative analysis and communication to both customer and internal managers of trends and opportunities for improvement.
Track notices related to customer service including field bulletins and safety campaigns.
Set and manage customer expectations.
Mitigate conflict and communication problems.
Multi-task effectively in a sometimes fast paced environment.
Accepts responsibility and demonstrates leadership.
Support sales goals and assist marketing in the communication, development and maintenance and troubleshooting of parts and programs.
Perform trainings (internally and externally).
Ability to travel to customer or remote locations on service-related issues.
Participate in continuous training (I&E) opportunities to develop skills to better understand Oshkosh Corporation products, current technology to excel at providing customer support and to maintain proficiency on products.
Support Strategic/Assigned Customers (I&E) while demonstrating a professional working relationship.
Participate as a representative for internal Service and Parts meetings (NPD, CSE, Quart, CARB, CIE).
Responsible for taking Customer calls from ACD line and properly documenting pertinent information in appropriate platform.
Agriculture District Sales & Service Managers (DSM) first line of support for Sales/Service inquiries.
Major stakeholder in Sales/Dealer relationship to support AG Dealer Scorecard KPI’s.
MINIMUM QUALIFICATIONS
High School Diploma/GED
Two to Three (2-3) years of experience in manufacturing or knowledge of construction equipment
Three (3) years of customer service experience
Ability to read and apply engineering prints (parts and service manuals), hydraulic drawings, electrical drawings, and hydraulic schematics.
Ability to travel up to 25% of time.
Proficient on AWP, TMH & AG Product (Parts or Service).
Excellent problem-solving capabilities.
Ability to effectively use Microsoft Products
WHY JLG, AN OSHKOSH COMPANY?
Moving the future forward is our priority and this includes your future. We encourage professional development and champion our employees’ success through various skills and training opportunities. Named one of the World’s Most Ethical Companies™ by Ethisphere Institute for six consecutive years, everything we do at Oshkosh is guided by our core values and the ~15k+ team members around the world who embody them.
We put people first. We do the right thing. We persevere. We are better together.
Oshkosh is committed to working with and offering reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to disability for any part of the employment process, please contact us at: 920-502-3009 or corporatetalentacquisition@oshkoshcorp.com.
Oshkosh Corporation is an Equal Opportunity and Affirmative Action Employer. This company will provide equal opportunity to all individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Information collected regarding categories as provided by law will in no way affect the decision regarding an employment application.
Oshkosh Corporation will not discharge or in any manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Oshkosh Corporation's legal duty to furnish information.
Certain positions with Oshkosh Corporation require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be "U.S. Persons," as defined in these regulations. Generally, a "U.S. Person" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.
