Aftermarket International Customer Support Lead

Customer Advocate Lead

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 Lead is a pivotal role within the customer support hierarchy, acting as a bridge between frontline customer service representatives and management. This individual is tasked with overseeing the daily operations of a customer service team, ensuring that each customer interaction adheres to the highest standards of quality and efficiency. With a blend of leadership skills and in-depth knowledge of company policies and products, the Customer Advocate Lead plays a crucial role in mentoring staff, optimizing customer satisfaction, and contributing to the overall success of the advocate department. Their position not only demands a keen eye for detail but also requires a proactive approach to problem-solving and the ability to inspire excellence within their team.

These duties are not meant to be all-inclusive and other duties may be assigned:

• Collaborate with defense sales, logistics, and engineering teams to resolve customer challenges quickly, minimizing vehicle downtime and enhancing fleet readiness.
• Facilitate communication and training on new aftermarket products, export policies, Incoterms, and procedures to keep the team informed and proactive in supporting military truck customers worldwide.
• Coordinate and manage international export shipments, ensuring compliance with Incoterms, export regulations, and documentation requirements to facilitate smooth customs clearance and delivery.
• Drive continuous improvement initiatives within the customer advocate team by leveraging customer feedback and performance metrics specific to defense and international accounts.

• Managing and leading a team of customer advocate representatives, providing training, and coaching to ensure high-quality service.
• Monitoring team performance, setting customer service metrics, and analyzing data to inform service improvements.
• Handling complex customer inquiries or complaints that have been escalated from frontline staff.
• Developing and implementing customer service policies and procedures to standardize and improve service delivery.
• Collaborating with other departments to resolve customer issues and improve the overall customer experience.
• Ensuring customer service team has the necessary tools, resources, and information to effectively assist customers.
• Providing regular feedback to team members, conducting performance evaluations, and managing team schedules.
• Identifying training needs and opportunities for skill development within the customer advocate team.
• Participating in the recruitment and hiring process for new customer advocate team members.
• Keeping abreast of new product launches, company policies, and industry trends to provide accurate information to customers.
• Facilitating communication and fostering a positive work environment to maintain high employee morale and motivation.
• Acting as a customer advocate by providing feedback to the company on customer needs and experiences.

Minimum Qualifications:

• Bachelor's Degree in a related field and six (6) or more years of relevant experience in manufacturing, customer service, or construction (equivalent to twelve (12) 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 up to 25% of time

Standout Qualifications:

• Prior experience in leadership role or project management
• Proficient in Microsoft suite
• Good interpersonal and listening skills
• Ability to read and apply engineering prints (parts and service manuals), hydraulic & electrical schematics
• Ability to apply a practical approach to solving concrete problems
• Proficient in all business products and offerings (Parts, Service and Programs)

Working Conditions:

• 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:

$82,900.00 - $134,300.00

The 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.