DESCRIPTION

Key Responsibilities:

• Serve as a technical support resource providing diagnostic support on less complex warranty and non-warranty repair events.
• Formulate and direct less complex repair plans.
• Document the results of diagnostic and repair actions in the appropriate database clearly and concisely.
• Manage the escalation of complex requests to the appropriate level of support.
• Assist with diagnostic support and escalation process improvement activities.
• Maintain knowledge and technical understanding of current products and new products.
• Promote Cummins Service capability and service programs to increase sales.
• Must be Cummins HHP Trained.
• Trained on CPCBIV+ and BSIV Engines.
• Knowledge of Cummins controllers and ECMs.
• Should have knowledge of Cummins Channel processes.
• Provide technical support for less complex service-related issues.

• 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.
• Manages complexity : Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Nimble learning : Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.
• Resourcefulness : Securing and deploying resources effectively and efficiently.
• Tech savvy : Anticipating and adopting innovations in business-building digital and technology applications.
• Diagnostics Application : Translating customer complaints to develop troubleshooting plans; troubleshooting issues following guided workflows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnosing computer software to isolate failed components to enable a successful repair; validating repair by duplicating complaint to ensure it has been resolved; documenting results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.
• Electronic Service Tool Application : Identifying the suite of available hardware and software tools required for a service event; utilizing the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interpreting electronic tool results or recommendations to determine next steps for service resolution.
• Service Capability, Capacity and Coverage : Applying 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; analyzing service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.
• Service Documentation : Creating and verifying customer, equipment, and technical information; capturing specific data using required service tools; following procedures and documenting required information in the service management system to have an accurate record of the work done.
• Technical Escalation : Obtaining product technical issue information and utilizing available resources including data management tools; elevating issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; capturing all troubleshooting steps in the appropriate database 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.

• 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.

• Intermediate level of relevant work experience required.
• Prior experience in a technical role is preferred