DESCRIPTION

GPP Database Link (https://cummins365.sharepoint.com/sites/CS38534/)

Job Summary:

• Supervises, trains, and sets individual expectations to meet warranty processes.

Key Responsibilities:

• Provides day-to-day supervision of direct reports. Identify warranty process improvements and department capability.
• Resolves escalated customer inquiries and complex assignments.
• Engages with the distribution channel and cross functionally to build collaborative relations.
• Recruits, staffs and schedules team members. Leads projects or provides resources to support process improvement projects.

RESPONSIBILITIES

Competencies:

• 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.
• Builds effective teams - Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
• Builds networks - Effectively building formal and informal relationship networks inside and outside the organization.
• Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Develops talent - Developing people to meet both their career goals and the organization’s goals.
• Ensures accountability - Holding self and others accountable to meet commitments.
• Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.
• Training Delivery - Instructs learners in a manner that engages and adjusts to individual and group needs resulting in knowledge, skills and abilities that can be applied on the job.
• Data Analytics - Discovers, interprets and communicates qualitative and quantitative data; determines conclusions relying on knowledge of business or functional frameworks; simultaneously applies statistics, data validity, data visualization, and problem solving approaches to effectively extract meaningful patterns and business insights; presents conclusions and outcomes that enable data driven business decisions.
• Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.
• Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using Cummins published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.
• Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

Education, Licenses, Certifications:

• College, university or equivalent required or equivalent experience required
• This position may require licensing for compliance with export controls or sanctions regulations.

Experience:

• Intermediate level of relevant work experience, including team leadership experience, required.

QUALIFICATIONS

• Focus on analysis & create warranty and policy term with competitive policies in different product portfolio, such as EBU/PSBU and DBU products
• Assigned as service team Wuhan regional leader, to overall lead a virtual team with approx. 20 employees in Wuhan, including employees from DFSE, warranty administration, digital services.
• Need to perform acting team leader for KA support manager due to the maternity leave start from January 2025

Job Service

Organization Cummins Inc.

Role Category Hybrid

Job Type Exempt - Experienced

ReqID 2409650

Relocation Package No