DESCRIPTION
GPP Database Link (https://cummins365.sharepoint.com/sites/CS38534/)
Job Summary:
Manages the service event for key customers; coordinates logistics and appropriate resources for the identified service need; maintains strong communication with the customer and service technicians to ensure a satisfactory outcome.
Key Responsibilities:
Translates customer problems into technical language to assist with solution and parts identification; acts as point of contact for key customers requiring service assistance to manage service interventions during and after the warranty period. Identifies and engages the appropriate party for initial diagnosis and/or repair and agree on scheduling, planning, and execution of the work; continually monitors and document service plan execution and provide updates to the Customer and Account Team. Escalates technical support and parts needs directly to the factory; tracks progress to ensure timely resolution. Monitors the repair cost from quotation, warranty policy approval and invoicing. Creates and maintains customer profiles; develops and maintains register of capable distributors and technicians in the region; compiles regular reports on service activities to assist with process improvement and distributor/dealer skill gap identification. Coordinates with Immigration Team to advise on appropriate visas and immunizations for technicians most likely to support key customers in other locations; provides information relating to travel, health, and safety for the destination.
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RESPONSIBILITIES
Competencies:
Balances stakeholders - Anticipating and balancing the needs of multiple stakeholders.
Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
Customer focus - Building strong customer relationships and delivering customer-centric solutions.
Persuades - Using compelling arguments to gain the support and commitment of others.
Resourcefulness - Securing and deploying resources effectively and efficiently.
Project Management - Establishes and maintains the balance of scope, schedule and resources for a temporary effort (a "project"). Ensures results/impact from temporary effort are fully realized as possible.
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.
Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.
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.
Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using Cummins published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.
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 technical field required
This position may require licensing for compliance with export controls or sanctions regulations.
Experience:
Intermediate level of relevant work experience required.
QUALIFICATIONS
NA
Job Service
Organization Cummins Inc.
Role Category Hybrid
Job Type Exempt - Experienced
ReqID 2408512
Relocation Package No