DESCRIPTION

Key Responsibilities:

• Key Account Management : Work as Key Account Manager for SECL, WCL, BSP, NMDC, Ultra Tech Cement, and private mining customers in the area.
• Contract Management : Ensure overall operation and achievement of contract deliverables for mining contracts, including FMC contracts.
• OEM Support and CRM : Support key OEMs and maintain good customer relationship management (CRM) with OEMs like Writgen, THCM, L&T, Hyundai, SANY, etc., and their key customers.
• Technical Competency Development : Work towards developing technical competency in the channel.
• Technical Support : Serve as a technical support resource providing diagnostic support on less complex warranty and non-warranty repair events.
• Repair Plans : Formulate and direct less complex repair plans.
• Documentation : Document the results of diagnostic and repair actions in the appropriate database clearly and concisely.
• Escalation Management : Manage the escalation of complex requests to the appropriate level of support.
• Process Improvement : Assist with diagnostic support and escalation process improvement activities.
• Product Knowledge : Maintain knowledge and technical understanding of current products and new products.
• Service Promotion : Promote Cummins service capability and service programs to increase sales.

• 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, and diagnosing computer software to isolate failed components to enable a successful repair; validating repairs by duplicating complaints to ensure resolution; documenting results of troubleshooting in business systems 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.

• Education :
• College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required.
• Licenses/Certifications : 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.