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 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 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 internal 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 internal customer and leadership of trends and opportunities for product improvements and reliability.
Track notices related to customer service including field bulletins and safety campaigns.
MINIMUM QUALIFICATIONS
High School Diploma/GEQ.
Proficient in Microsoft Office programs.
STANDOUT QUALIFICATIONS
Ability to read and apply engineering prints (parts and service manuals), hydraulic drawings, electrical drawings and schematics.
Proficient on AWP or TMH Product (Parts or Service).
Excellent problem-solving capabilities and ability to multi-task.
Three (3) years of customer service experience.
Two to Three (2-3) years of experience in manufacturing or knowledge of construction equipment.
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.
Duties are largely sedentary, requiring extended periods of sitting and using a computer and telephone.
Visual acuity to operate a computer and read documents is required, along with auditory ability to participate in virtual and in-person meetings.
Occasional movement within the office environment is necessary, including walking short distances, standing, or reaching for files.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.
Pay Range:
$57,600.00 - $90,400.00The above pay range reflects the minimum and maximum target pay for the position across all U.S. locations. Within this range, individual pay is determined by various factors, including the scope and responsibilities of the role, the candidate's experience, education and skills, as well as the equity of pay among team members in similar positions. Beyond offering a competitive total rewards package, we prioritize a people-first culture and offer various opportunities to support team member growth and success.
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 corporatetalentacquisition@oshkoshcorp.com.
Oshkosh Corporation is a merit-based Equal Opportunity Employer. Job opportunities are open for application to all qualified individuals and selection decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected characteristic. To the extent that information is provided or collected regarding categories as provided by law it 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.