Senior Contact Center Manager

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.
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.

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.

Key responsibilities include managing and improving department KPIs, monitoring team performance, and presenting results and insights to leadership and key customers. The manager will oversee customer experience coordinators (CECs), conduct performance evaluations, manage staffing and schedules, and provide ongoing coaching to ensure exceptional customer service, professionalism, collaboration, and technical expertise.

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.

What you'll do:

• Use current business tools and data analytics to discover emerging trends, product improvement opportunities, and system enhancements to improve the customers' experience with Eaton
• 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
• 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
• 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

Qualifications:

Required Basic Qualifications:

• 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
• 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. Candidates must reside within a 50 mile radius of Galesburg, MI. (Active Duty Military service members are exempt from this geographical limitation)

Preferred Qualifications:

• Master's Degree
• Advanced knowledge of dealership/repair facility operations
• Knowledge of Power BI, Siebel systems, SalesForce, Five9, Minitab

Skills:

• 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%

All positions may require participation in video and in-person interviews as part of the hiring process. All candidates will be evaluated based on job-related competencies, and all candidates' privacy rights and data security will be protected in accordance with applicable laws.

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.

Eaton believes in second chance employment. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws.

You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Eaton is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.

To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at 1-800-836-6345 to discuss your specific need. Only accommodation requests will be accepted by this phone number.

We know that good benefit programs are important to employees and their families. Eaton provides various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work. Click here for more detail: Eaton Benefits Overview. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.