Job Summary:
Provides expert technical support to the Cummins Inc. Service Channel for complex service related issues.
Key Responsibilities:
Leads the investigation of product or system problems, understands causal mechanisms, recommends appropriate action. Support failure analysis process on common failure modes (e.g. PIR, CCR, HTD, TSR). Documents the results of diagnostic and repair actions in the appropriate database clearly and concisely. Knowledge Management by sharing acquired knowledge with other teams through Knowledge Management System (KMS), Quick Serve Online (QSOL) tickets, training, etc. Onsite Technical Expert resource support when required. Provides technical input for policy discussion and decisions. Communicates to ensure territories are well informed and regularly scheduled meetings across team/functions/customer groups. Investigates complex emerging issues as well as product or process issues in the field and delivers robust technical solutions. Assists in field action campaigns and Infant Care or Value Package Introduction (VPI) Programs when needed and when available. Puts safety in everything with the objective of injury free living. Improves capability across the board through coaching, mentoring and training Field Service Engineering in order to support our customers more efficiently. Provides product and customer support in the field while being a liaison during escalations to Technical Territory Manager (TTM)/ Engineering for product improvements and fixes. Implements non-complex Step 3 improvements without approval. Implements complex Step 3 fixes after gaining appropriate approvals. Applies and supports product problem solving processes such as the Seven-Step Problem Solving Approach.
Competencies:
Field Investigation and Support - Gathers and communicates technical information, both internally and externally, between technical problem solvers and the service channel about product or process related issues by using proven problem-solving techniques so that issues get resolved quickly and to customers’ satisfaction.
Product Failure Reporting and Corrective/Preventive Action Systems - Defines and leads a process to record, prioritize, and resolve product failures using cross-functional reviews, rigorous problem solving methods, failed parts transfer processes, data management tools, and project management practices to effectively and efficiently improve the reliability of the product.
Product Problem Solving - Solves product problems using a process that protects the customer; determines the assignable cause; implements robust, data-based solutions; and identifies the systemic root causes and recommended actions to prevent problem reoccurrence.
Technical Customer Management - Represents Cummins to our customers by being the interface for all technical aspects; provides engineering data, documentation and training to customers to support the design and integration of equipment; ensures that the customer's business is not interrupted by managing Cummins' product changes through the use of our change processes and regular communications with Product Development and the customer.
Being resilient - Rebounding from setbacks and adversity when facing difficult situations.
Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Customer focus - Building strong customer relationships and delivering customer-centric solutions.
Drives results - Consistently achieving results, even under tough circumstances.
Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
Resourcefulness - Securing and deploying resources effectively and efficiently.
Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.
Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.
Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.
Values differences - Recognizing the value that different perspectives and cultures bring to an organization.
Education, Licenses, Certifications:
College, university, or equivalent degree in Engineering, or related field is highly preferred or relevant experience equivalent required.
This position may require licensing for compliance with export controls or sanctions regulations.
Experience:
Intermediate level of relevant work experience required. Prior experience in a technical role is preferred.
Provide customer support for the power systems business by partnering with Sales to resolve service issues across both channel partners and direct customers. Coordinate with DBUs to develop integrated service solutions, and collaborate with Quality and Manufacturing teams to define and implement corrective actions. Lead issue investigation and ensure effective problem resolution.
Job Service
Organization Cummins Inc.
Role Category On-site with Flexibility
Job Type Exempt - Experienced
ReqID 2431417
Relocation Package Yes
100% On-Site No
