DESCRIPTION

The Segment Leader - Marine & Defense will manage technical support operations, resolve complex service issues, and lead cross-functional collaboration to meet customer needs. This role requires driving continuous improvement initiatives, ensuring robust customer relationships, and optimizing service processes to enhance organizational performance in the Marine and Defense segments.

Key Responsibilities

1. Technical Leadership
2. Serve as a technical support resource, providing diagnostic support on complex warranty and non-warranty repair events.
3. Formulate and direct repair plans for complex issues and escalate unresolved cases to the appropriate support level.
4. Document diagnostic and repair actions accurately in relevant databases.
5. Maintain technical understanding of current and new products.
6. Operations Management
7. Manage the technical support team, ensuring alignment with organizational goals.
8. Monitor and improve team performance through constructive feedback and professional development.
9. Develop and enforce operational policies, procedures, and workflows.
10. Analyze and identify failure trends, initiating corrective actions in collaboration with Product Business Units (BUs).
11. Customer and OEM Engagement
12. Build strong relationships with OEMs, key accounts, and customers to provide tailored solutions.
13. Act as a customer advocate by managing escalations and driving resolution for critical service issues.
14. Promote Cummins service capability and programs to enhance sales.
15. Continuous Improvement
16. Lead initiatives to optimize work processes, ensuring efficiency and alignment with customer expectations.
17. Collaborate with cross-functional teams (sales, engineering, supply chain, and finance) to develop innovative solutions.
18. Participate in segment-specific VPI (Value Package Introduction) and VPC (Value Package Change) processes.
19. Mentorship and Coaching
20. Mentor and coach technicians and team members to enhance their technical capability and career growth.
21. Facilitate knowledge sharing through technical communications and training sessions.
22. Global and Regional Coordination
23. Engage in global customer support activities and goal tree project leadership.
24. Coordinate with regional teams for inventory management and efficient parts support.

• Significant relevant work experience in technical or service roles, including supervisory experience.
• Expertise in:
• OEM engagement and customer support.
• Managing escalations for critical service issues.
• Inventory management at depots and coordination with distribution centers.
• Cross-functional collaboration with sales, supply chain, and application engineering teams.
• Familiarity with construction equipment aftermarket solutions is a plus.

• This role requires active participation in global initiatives, including Product Quality Council (PQC) activities and customer-focused projects.
• Regular engagement with cross-functional teams to address complex customer requirements is a key component of success in this role.
• Experience in driving process improvement and developing innovative solutions is essential.

1. Technical Expertise
2. Diagnostics Application: Translate customer complaints into actionable troubleshooting plans.
3. Electronic Service Tool Application: Utilize and interpret hardware/software tools for diagnostics and troubleshooting.
4. Service Documentation: Create accurate service records for seamless data tracking.
5. Leadership and Collaboration
6. Develops Talent: Enable team members to achieve career and organizational goals.
7. Cultivates Innovation: Introduce new solutions for operational and customer challenges.
8. Manages Conflict: Resolve issues with minimal disruption.
9. Customer Focus
10. Build and sustain strong customer relationships.
11. Provide customer-centric solutions that meet evolving needs.
12. Strategic and Analytical Skills
13. Strategic Mindset: Identify future possibilities and translate them into actionable strategies.
14. Manages Complexity: Analyze and solve complex, contradictory issues efficiently.
15. Operational Excellence
16. Optimize work processes for improved service delivery.
17. Drive speedy issue resolution by coordinating with cross-functional teams.
18. Soft Skills
19. Communicates Effectively: Deliver clear, tailored communications to diverse audiences.
20. Situational Adaptability: Adjust responses based on situational demands.
21. Values Differences: Leverage diverse perspectives for organizational success.

• Bachelor's degree in Marine Engineering or a relevant discipline is preferred.
• Demonstrated competence in a supervisory role within technical or service functions.