Provides expert technical support to the Cummins Inc. Service Channel for complex service related issues.

Key Responsibilities:

• Leads the investigation of product or system problems, understands causal mechanisms, recommends appropriate action. Support failure analysis process on common failure modes (e.g. PIR, CCR, HTD, TSR).
• Documents the results of diagnostic and repair actions in the appropriate database clearly and concisely.
• Knowledge Management by sharing acquired knowledge with other teams through Knowledge Management System (KMS), Quick Serve Online (QSOL) tickets, training, etc.
• Onsite Technical Expert resource support when required.
• Provides technical input for policy discussion and decisions.
• Communicates to ensure territories are well informed and regularly scheduled meetings across team/functions/customer groups.
• Investigates complex emerging issues as well as product or process issues in the field and delivers robust technical solutions.
• Assists in field action campaigns and Infant Care or Value Package Introduction (VPI) Programs when needed and when available.
• Puts safety in everything with the objective of injury free living.
• Improves capability across the board through coaching, mentoring and training Field Service Engineering in order to support our customers more efficiently.
• Provides product and customer support in the field while being a liaison during escalations to Technical Territory Manager (TTM)/ Engineering for product improvements and fixes.
• Implements non-complex Step 3 improvements without approval.
• Implements complex Step 3 fixes after gaining appropriate approvals.
• Applies and supports product problem solving processes such as the Seven-Step Problem Solving Approach.

Qualifications

Ability to manage and maintain service requests (SR's) and meet KPI's.

10 years + Mechanical Trade experience or University qualification in Mechanical Engineering or relevant discipline preferred.

Fluent in Japanese and English language preferred,

Responsibilities

Competencies:

• Field Investigation and Support - Gathers and communicates technical information, both internally and externally, between technical problem solvers and the service channel about product or process related issues by using proven problem-solving techniques so that issues get resolved quickly and to customers’ satisfaction.
• Product Failure Reporting and Corrective/Preventive Action Systems - Defines and leads a process to record, prioritize, and resolve product failures using cross-functional reviews, rigorous problem solving methods, failed parts transfer processes, data management tools, and project management practices to effectively and efficiently improve the reliability of the product.
• Product Problem Solving - Solves product problems using a process that protects the customer; determines the assignable cause; implements robust, data-based solutions; and identifies the systemic root causes and recommended actions to prevent problem reoccurrence.
• Technical Customer Management - Represents Cummins to our customers by being the interface for all technical aspects; provides engineering data, documentation and training to customers to support the design and integration of equipment; ensures that the customer's business is not interrupted by managing Cummins' product changes through the use of our change processes and regular communications with Product Development and the customer.
• Being resilient - Rebounding from setbacks and adversity when facing difficult situations.
• 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.
• Drives results - Consistently achieving results, even under tough circumstances.
• Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Resourcefulness - Securing and deploying resources effectively and efficiently.
• Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.
• 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.
• Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order 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, Licenses, Certifications:

• College, university, or equivalent degree in Engineering, or related field is highly preferred or relevant experience equivalent 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.

Job Service

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Exempt - Experienced

ReqID 2426484

Relocation Package No

100% On-Site No