10000 Contact center operations Jobs

DESCRIPTION

Job Summary:

A technical specialist and primary customer support contact responsible for diagnosing and executing complex repairs on engine products at the customer’s site. This role involves providing technical guidance, coaching technicians, and ensuring compliance with safety and quality standards while maintaining effective customer relations.

Key Responsibilities:

• Establishes and maintains productive customer relationships, ensuring prompt and effective response to customer needs.
• Uses specialized tools and documented procedures to diagnose and execute complex repairs on-site, following established policies.
• Conducts preventative maintenance on engines and related components as per documented schedules and standards.
• Escalates unresolved technical issues to product specialists or supervisors for additional support.
• Provides coaching and development to technicians and apprentices, sharing technical knowledge and best practices; may also review repair plans and parts lists.
• Completes required documentation, including service worksheets, timesheets, warranty claims, and quality documents through business systems.
• Identifies additional sales and service opportunities while interacting with customers.
• Maintains service vehicles, tools, and equipment for cleanliness and optimal operation.
• Ensures adherence to all Health, Safety, and Environmental (HSE) policies and reports any incidents or issues to management.
• Completes ongoing training to align with evolving business and technical skill requirements.

RESPONSIBILITIES

Competencies:

• Communicates Effectively : Delivers clear, concise, and tailored communications to various audiences.
• Customer Focus : Builds strong customer relationships and delivers solutions centered on customer needs.
• Develops Talent : Mentors others to achieve both their personal career goals and organizational objectives.
• Manages Complexity : Analyzes complex information effectively to solve problems.
• Manages Conflict : Resolves conflicts calmly and efficiently.
• Self-Development : Continuously seeks growth opportunities through formal and informal channels.
• Health and Safety Fundamentals : Champions proactive health and safety behaviors, contributing to a safe workplace.
• Values Differences : Appreciates the value that diverse perspectives bring to the organization.

Education, Licenses, Certifications:

• Apprentice-trained engine technician (preferred).
• Vocational diploma from a relevant technical institution.
• Valid local driving permit.
• May require specific licensing to comply with export controls or sanctions.

Experience:

• Extensive field service experience with engine products.
• Expertise in customer service and technical troubleshooting.
• Previous experience in coaching and mentoring junior technicians (preferred).

QUALIFICATIONS

Technical Skills & Knowledge:

• Diagnostics Application : Translates customer complaints into a troubleshooting plan, utilizing tools and diagnostic software to resolve issues.
• Electronic Service Tool Application : Proficient in using hardware and software tools to diagnose and troubleshoot mechanical/electrical systems.
• Engine Systems Interactions : Understands the interactions between electrical and mechanical systems (e.g., exhaust, heating, cooling, fuel systems, aftertreatment, and controls) to diagnose and repair efficiently.
• Product Repair and Maintenance : Performs disassembly, repair, and reassembly of engines and power generators following Cummins guidelines.
• Service Documentation : Ensures accurate records of service activities by capturing detailed information in the management system.
• Technical Escalation : Leverages data management tools to escalate complex issues, ensuring seamless resolution.

Skills/Knowledge :

• Certified Cummins HHP-trained technician with hands-on experience in Cummins Powered Controllers, ECMs, and Panels.
• Familiarity with Cummins processes and systems.
• Strong communication, presentation, and customer interaction skills.

Job Service

Organization Cummins Inc.

Role Category Hybrid

Job Type Technician

ReqID 2406795

Relocation Package No