Customer Advocate

About Oshkosh Defense an Oshkosh company

Oshkosh Defense stands behind those who dedicate their lives to protecting others. As an industry-leading tactical vehicle manufacturer every day we strive to meet or exceed our customers ever-changing needs with next generation defense technologies and advanced systems. We operate with unparalleled commitment to those who depend on our products and services worldwide to perform their missions.

The Customer Advocate will be involved in many aspects of the customer life cycle within the businesss 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 contact to resolve escalating issues build loyalty and increase responsiveness to 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 troubleshooting service support and/or parts assistance on Oshkosh Defense 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.
• Track notices related to customer service include field bulletins and safety campaigns.
• Support sales goals and assist marketing in the communication development and maintenance
  and troubleshooting of parts and programs.
• Participate in continuous training (I&E) opportunities to develop skills to better understand
  Oshkosh Corporation products current technology in order 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)

MINIMUM QUALIFICATIONS

• Bachelors Degree in a related field and three (3) or more years of relevant experience in manufacturing customer service or construction (equivalent to nine (9) years total in education and experience); or an equivalent combination of education and experience that demonstrates the ability to perform the essential functions of the role.
• Ability to travel

STANDOUT QUALIFICATIONS

• Ability to read and apply engineering prints (parts and service manuals) hydraulic & electrical schematics
• Proficient in AWP or TMH Products (Parts or Service)
• Excellent problem-solving capabilities

WORKING CONDITIONS
The following represents general working conditions for this office-based role. Specific conditions may vary depending on business needs and individual circumstances.

• This role is primarily performed in a professional office environment with standard lighting ventilation and temperature-controlled settings.