DESCRIPTION
DISCLAIMER : THE ROLE CATEGORIZATION IS AN ON SITE ROLE NOT HYBRID.
Job Summary:
The Technical Service Support Specialist provides diagnostic and technical support for less complex service-related issues, ensuring effective problem resolution and seamless service delivery. This role involves working closely with customers, internal teams, and global counterparts to manage service initiatives, escalations, and continuous improvement processes for Domestic Original Equipment Manufacturers (DOEMs) and Imported OEMs.
Key Responsibilities:
- Technical Support & Diagnostics:
- Serve as a resource for diagnosing and resolving less complex warranty and non-warranty repair events.
- Formulate and direct repair plans, ensuring accurate and efficient resolutions.
- Document diagnostic and repair actions in the appropriate database, clearly and concisely.
- Escalation & Process Improvement:
- Manage the escalation of complex service requests to appropriate support levels.
- Assist in the improvement of diagnostic support and escalation processes.
- Customer & OEM Management:
- Serve as a support and account manager for all industrial and construction DOEMs, managing day-to-day service initiatives, escalations, and capability building.
- Build strong relationships with DOEMs, conducting regular connect meetings and driving continuous improvement actions.
- Global Collaboration & Strategic Planning:
- Collaborate with global counterparts and the IPDC (Integrated Product Development Center) to strategize parts stocking and drive self-support models.
- Work closely with Sales teams to drive growth through service initiatives and support DOEM projects.
- Data Management & Analysis:
- Track population and OEM applications, perform Mean Time to Repair (MTTR) analysis, and address emerging issues by driving modifications with principal engine plants globally.
- Manage Key Account MIS data and ensure accurate reporting of service metrics.
- Product & Quality Support:
- Plan for Parts, Information, Tools, and Training (PITT) for new DOEM and Imported Engine products.
- Work closely with the DBU (Distribution Business Unit) Warranty, Quality, and Application teams to ensure seamless support for OEM projects.
- Manage DOEM and Imported OEM escalations, AIS issue support, and quality issue reporting to global plants.
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RESPONSIBILITIES
Competencies:
- Collaboration and Partnership
- Build and maintain strong relationships across teams to meet shared objectives.
- Work collaboratively with internal and external stakeholders to deliver customer-centric solutions.
- Effective Communication
- Develop and deliver communications that cater to the unique needs of different audiences.
- Clearly convey technical information to non-technical stakeholders.
- Customer Focus
- Establish and maintain strong customer relationships.
- Deliver solutions that meet or exceed customer expectations.
- Complex Problem Solving
- Analyze complex information to solve problems effectively.
- Apply diagnostic expertise to identify, troubleshoot, and resolve technical issues.
- Nimble Learning and Innovation
- Engage in continuous learning through experimentation.
- Embrace and adopt new digital and technological innovations.
- Resourcefulness
- Effectively deploy resources to ensure efficient operations.
- Leverage available tools and technologies to optimize service delivery.
- Technical Expertise
- Utilize diagnostic tools and software to troubleshoot and repair issues.
- Ensure all work is documented accurately in the service management system.
- Service Capability and Coverage
- Apply service capability processes to meet customer and business needs.
- Analyze service metrics to improve channel development opportunities.
- Technical Escalation and Support
- Escalate technical issues as needed while ensuring timely and accurate resolution.
- Document all troubleshooting steps to support seamless transitions and issue resolution.
- Embracing Diversity
- Recognize and value different perspectives and cultural contributions within the organization.
Education, Licenses, Certifications:
College degree in a relevant discipline or equivalent experience required.
This position may require licensing for compliance with export controls or sanctions regulations.
Experience:
Intermediate level of relevant work experience required. Prior experience in a technical role is preferred.
QUALIFICATIONS
Skills:
Collaborative Problem Solving: Ability to build partnerships and work collaboratively to meet shared objectives.
Effective Communication: Develop and deliver communications that address the unique needs of different audiences.
Customer Focus: Build strong customer relationships and deliver customer-centric solutions.
Complexity Management: Ability to make sense of complex information to solve problems effectively.
Nimble Learning: Actively learn through experimentation and adapt based on successes and failures.
Resourcefulness: Efficiently secure and deploy resources.
Technical Proficiency: Anticipate and adopt innovations in digital and technology applications relevant to service.
Diagnostics & Service Tools: Proficiency in using diagnostic tools and electronic service tools to troubleshoot and resolve issues.
Service Documentation: Create and verify technical information accurately in service management systems.
Technical Escalation: Balance timely customer response with thorough investigation efforts and ensure seamless ticket resolution.
Cultural Competence: Recognize and value different perspectives and cultures.
Job Service
Organization Cummins Inc.
Role Category Hybrid
Job Type Exempt - Experienced
ReqID 2401720
Relocation Package No