Technical Services Representative
Job details
DESCRIPTION
We are looking for a talented Technical Services Representative to join our team specializing in Service for our Cummins Inc. facility in Florence, KY .
Job Summary:
Provide parts support for current and new products. Builds customer relationships. Assists stakeholders with complex Parts identification requirements.
In this role, you will make an impact in the following ways:
• Ensure smooth new product launches by making sure worldwide service parts are ready at first shipment for less complex programs—directly supporting customers and OEMs from day one.
• Maintain strong global parts availability for current products in the field by coordinating across plants, distribution partners, OEMs, end customers, and internal teams.
• Investigate and resolve parts related issues efficiently, helping prevent customer downtime and improving product support reliability.
• Build trusted relationships with internal and external customers, delivering customer centric solutions that reinforce loyalty and satisfaction.
• Develop deep product and channel expertise, enabling you to support all distribution activities and respond effectively to service parts requirements.
• Strengthen QuickServe readiness by ensuring service parts support processes are aligned, accurate, and available when needed.
• Model compliance and integrity by following policies, safety standards, and fair competition guidelines—enhancing operational excellence.
• Support business growth and team capability by identifying upsell opportunities and guiding other parts personnel on complex sourcing challenges.
RESPONSIBILITIES
To be successful in this role you will need the following:
• Strong accountability mindset
You’ll need to consistently hold yourself—and others—responsible for meeting commitments, ensuring reliability in parts readiness, order fulfillment, and customer support.
• Clear, audience aware communication skills
Success requires adapting your communication style for different stakeholders—plants, OEMs, distributors, customers, purchasing, and internal teams—so information is understood the first time.
• Deep customer focus
You must build strong, trusting relationships and deliver solutions that meet customer needs across the entire order and service parts life cycle.
• Ability to build and leverage networks
You’ll rely on both formal and informal relationships inside and outside the company to solve problems quickly, locate parts, and support cross functional initiatives.
• Commitment to self development
You’ll need to proactively pursue learning opportunities—formal training, hands on experience, coaching, and cross functional exposure—to strengthen product knowledge and service parts expertise.
• Process optimization skills
To succeed, you should be able to follow and continuously improve work processes, driving efficiency in parts readiness, problem resolution, and order management.
• Mastery of customer support and the order life cycle
You’ll need to understand how proactive customer support influences every phase of the order life cycle—from order receipt through fulfillment—and how your actions impact the overall customer experience.
• Strong order processing and supply chain knowledge
You must be able to manage order processing steps, resolve exceptions, and understand how information, inventory, delivery, and cost pressures interplay across the end to end supply chain.
• Intuitive listening and solution building
Success requires actively listening to customers and stakeholders, identifying the real needs behind their requests, and turning those insights into practical and valuable solutions.
• Appreciation for diverse perspectives
You should recognize and use the value that different backgrounds, cultures, and viewpoints bring to problem solving and collaboration.
Education, Licenses, Certifications:
• High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
• This position may require licensing for compliance with export controls or sanctions regulations.
Experience:
• Minimal to intermediate level of relevant work experience required; Customer Order Management; customer facing; Supply Chain/Logistics.
QUALIFICATIONS
• Process between 40-50 phone calls daily, tracking all contact information and details in Salesforce.
Job Service
Organization Cummins Inc.
Role Category On-site with Flexibility
Job Type Exempt - Experienced
ReqID 2425444
Relocation Package No
100% On-Site No
Cummins and E-Verify
At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates the right to work using E-Verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. Visit http://EEOC.gov to know your rights on workplace discrimination.
