DESCRIPTION
GPP Database Link (https://cummins365.sharepoint.com/sites/CS38534/)
Job Summary:
Manages service operations, workshop or field, that provide retail or distributor product or application services. Manages department personnel along with the departmental budget.
Key Responsibilities:
Manages all operations including service staff and supervisors; resolves most complex business problems for those on the team. Provides employees timely and constructive performance feedback; develops employees and provides opportunities that enhance employee career growth. Leads continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals. Regularly reviews key performance indicators for service operations and addresses issues and opportunities. Ensures the volume of work produced meets company standards and ensures customer satisfaction. Identifies trends and initiates changes/improvements necessary to achieve goals and objectives while ensuring customer needs are met without interruption to service levels. Established positive and professional working relationships with key customers. Establishes goals and targets for the service operations; measures, reviews and maintains superior customer satisfaction levels.
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RESPONSIBILITIES
Competencies:
Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.
Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
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.
Develops talent - Developing people to meet both their career goals and the organization's goals.
Ensures accountability - Holding self and others accountable to meet commitments.
Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
Manages conflict - Handling conflict situations effectively, with a minimum of noise.
Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
Plans and aligns - Planning and prioritizing work to meet commitments aligned with organizational goals.
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.
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.
Values differences - Recognizing the value that different perspectives and cultures bring to an organization.
Education, Licenses, Certifications:
College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required.
This position may require licensing for compliance with export controls or sanctions regulations.
Experience:
Significant level of relevant technical experience, including supervisory experience, required.
QUALIFICATIONS
Key Responsibilities:
- Provides guidance on customer support strategies in collaboration with business leadership targeting optimum growth.
- Collaborate between business units and regional teams to develop Customer Support communication plans for new business and product launches.
- Recognizes and develops the resolution of support related issues that may impact organizational and customer success.
- Leads key export projects that have cross regional implications. Develops and maintains business relationships with cross-region channel partners, OEMs, and customers supporting the organization's Aftermarket strategy.
- Understand market trends and product applications in identified market to drive Customer Support decisions and priorities.
- Lead the analysis, measurement, and reporting of Customer Support initiatives across brands, channels, regions, products, etc
- Assist with development of Customer Support budget, financial controls, and risk ensuring initiatives are executed efficiently and within established budgets.
- Provides guidance and direction on problems and issues to team members; delegates work assignments considering employee skills and development needs.
Job Service
Organization Cummins Inc.
Role Category On-site
Job Type Exempt - Experienced
ReqID 2408508
Relocation Package Yes