DESCRIPTION
In this role, you will make an impact in the following ways:
- Provide support to customers, including end-users, distributors, and/or dealers, seeking information through various mediums.
- Document customer interactions information within Cummins.
- Build a professional relationship with customers to increase loyalty in the Cummins products.
- Provide prompt assistance to customers through various media (phone, email, letter, Siebel, and fax).
- Resolve customer issues through a broad understanding of Cummins processes, systems, and practices.
- Escalate more complex issues providing documentation through process.
- Support quality improvements and response targets.
- Participates in continuous improvement activities.
- Understands contact center policies and procedures.
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国内の大手データセンターに納入されたカミンズ製のディーゼルエンジンを使った非常用発電機のカスタマーサポートエンジニアを募集します。主な業務として、非常用電源ディーゼルエンジンの据付、試運転、保守、修理時の司令塔として、作業計画の策定や、お客様の問い合わせや課題ごとに、技術的アドバイスやです。
時には、お客様からの緊急の問い合せもあり、プレッシャー下でも冷静沈着な判断して、社内、代理店等の関係者と連携し、お客様のリクエストに対し円滑に対応していただきます。また、頻度は多くありませんが、非常用発電を納入しているお客様のところへ、日帰りまたは宿泊を伴う出張も年に数回あります。
将来的には、カミンズジャパンのサービス部門のリーダー的な役割を担えるよう、指示待ちではなく自分で調べて動ける人や、これまでのやり方にとらわれず、前向きに新しいことにチャレンジできる人に、応募いただき、カミンズジャパンの発展をともに楽しんでいただける人をお待ちしています。
l テクニシャンが作業するのに必要な技術情報収集
l 作業に必要な部品や工具の選定及び手配
l 社内テクニシャンや下請け作業員の確保
l 上記に関する確認作業及びその報告書作成
l 受発注処理
l 請求および支払処理
QUALIFICATIONS
To be successful in this role you will need the following:
Skills
- Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.
- 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.
- Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
- Manages conflict - Handling conflict situations effectively, with a minimum of noise.
- Customer focus - Building strong customer relationships and delivering customer-centric solutions.
- Situational adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.
- Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
Education, Licenses, Certifications
- Demonstrated role competence is required. College, university, or equivalent Bachelor's degree in relevant discipline is preferred.
- This position may require licensing for compliance with export controls or sanctions regulations.
Experience
- Minimal relevant work experience required.
Compensation and Benefits
- Hybrid and Flex working style under local labor law (core-time11-15)
- Competitive annual salary (Or Permanent Salary)
- Relocation assistance offered from anywhere in Japan (Conditions apply)
- Comprehensive on-boarding and product training
- Annual Health Check
- Commuting Allowance
- Full Social Security Plan
- Retirement Plan and Life Insurance available
- Annual remuneration review
- Participation in an annual variable compensation (bonus) program
- Stock Option and Benefits Club Plan available
- Employee Assistance Program available to employees
- Annual and Sick paid leave
- Paid special circumstances leave (Conditions apply)
【必須条件】
• 学歴
・ 技術系の高専、大卒、またはそれ同等の知識をお持ちの方
• 経験
・ 常用または非常用発電機の設計、据付、試運転、保守、修理などいずれかの経験をお持ちの方
・ 英文で書かれたマニュアルを読んで理解するだけの語学力がある方（目安：TOEIC 650点以上、または英検2級以上のレベル）
• スキル
・ 社内の営業、品質管理、テクニシャンまたは社外の関係者と円滑なコミュニケ-ションが出来る方で、主体性と柔軟性のある方
・メカニックが記入する整備や点検後の作業報告書の確認、承認業務
・チームのリーダーやアシスタントと連携し、サービス提供のためのアレンジ（技術情報収集、部品選定、手配など）
【歓迎条件】
・電気関連の資格保有者歓迎（電気主任技術者、電気工事士、電気施工管理技士など）
At Cummins, we are an equal opportunity employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, colour, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.
Job Service
Organization Cummins Inc.
Role Category
Job Type Exempt - Experienced
ReqID 230005G7