Warranty Service Customer Advocate

About The Role

Marathon Electric has an excellent opportunity for a Technical Services Specialist. You will answer technical calls and emails dealing with post-sales troubleshooting, programming and wiring for Marathon generators.

The Customer Care Advocate II serves as the primary contact for product questions, as well as resolution of product warranty cases. This role ensures a seamless customer experience through expertise, ownership, accountability, and responsiveness.

An Advocate II resolves issues with limited authority and offers solutions within the Customer Care department guidelines. A CCA II is proficient in MCS eBusiness tools and utilizes them to handle transactions and provide customer solutions to inquiries regarding product or order information. CCA II has expanded product knowledge and experience with in-depth processes and systems to address more complex customer inquiries.

Our mission is to provide a seamless and effortless customer experience through demonstrating product and system expertise, ownership, accountability, cross-departmental collaboration, and responsiveness. The Customer Care role is an opportunity to join a forward-thinking, dynamic, global team responsible for creating customer loyalty, reducing customer effort, and delivering solutions in every step of the customer journey, ultimately enabling growth. Join a team of motivated professionals with a can-do attitude, a willingness to learn, and a passion for process improvement.

• Review and authorize warranty claims through workflow in CRM and Oracle
• Collaborate with other teams to drive resolution for warranty cases
• Handle external customer inquiries, utilizing established standard operating policies & procedures
• Build strong customer relationships and deliver customer-centric solutions
• Support corporate initiatives designed to serve customers while providing an effortless experience
• Plan daily work and prioritize tasks to meet commitments aligned with organizational goals
• Handle customer escalations, with first-contact resolution when possible
• Work with internal teams with accountability and urgency
• Contribute to training initiatives within the department and provide input for Training Tools and Job Aids
• Serve as escalation point for newer associates within the Customer Care department
• Handle conflict situations effectively, with minimum assistance
• Address complex customer inquiries with expanded product knowledge
• Provide advanced technical support to internal stakeholders as required
• Calls are recorded for training and quality purposes

• High School diploma required. College degree or equivalent work experience preferred
• Three years of professional Customer Care experience required
• Typing speed approximately 45+ words per minute
• Experience with business tools such as SharePoint, MS Teams, Windows OS
• Intermediate Excel skills required
• Experience with Oracle and/or SAP (or other ERP systems) required
• CRM platforms such as Salesforce or Microsoft Dynamics experience required
• Experience navigating corporate websites and eCommerce platforms
• Demonstrated mechanical or technical aptitude and ability to read drawings
• Team-oriented with the ability to influence others
• Patience and approachability with team members
• Ability to work in a dynamic, fast-paced environment with continuous challenge
• Situational adaptability and resourcefulness
• Excellent communication, interpersonal, and organizational skills
• Ability to manage daily workload effectively

Note: Some content about WEG/Marathon’s broader business areas is included in the original description for context but has been trimmed to focus on the role’s responsibilities and requirements.