DESCRIPTION
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Job Summary:
Provide technical support for complex service related issues.
Key Responsibilities:
Provide Technical Support Serve as technical support resource providing diagnostic support on complex and hard to diagnose warranty and non-warranty repair events.
Formulate and direct complex repair plans.
Document the results of diagnostic and repair actions in the appropriate database clearly and concisely.
Manage the escalation of more complex requests to the appropriate level of support.
Lead diagnostic support and escalation process improvement activities.
Maintain knowledge and technical understanding of current products and new products.
Promote Cummins Service capability and service programs to increase sales.
Distribute technical communications to the assigned region.
Investigate product issues at customer or dealer locations.
Mentors and coaches technicians in the region to improve capability.
Competencies:
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.
Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
Nimble learning - Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.
Resourcefulness - Securing and deploying resources effectively and efficiently.
Tech savvy - Anticipating and adopting innovations in business-building digital and technology applications.
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.
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.
Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.
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 a relevant discipline 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.
Qualifications:
Reporting to the Branch Manager, this Role is domiciled in the Gunnedah Region, supporting global mining customers within the Gunnedah Basin.
The Tamworth operations team supports an expanding HHP engine population of 160+ engines currently, across multiple sites operated by our key mining customers Whitehaven Coal and Idemitsu Resources.
This role is considered a strategic position regionally, managing the critical relationship with the customer including being a first point of contact for commercial, technical, and analytical Cummins support, as well as overseeing the branch's eight imbedded site technicians supporting our key customers.
Key responsibilities of the role:
Provide application support and maintenance advice for all customer Cummins powered equipment.
Proactively monitor, report and escalate product issues, concerns and solutions ensuring internal stakeholder support and guidance is obtained when applicable.
Participate and provide Technical diagnostic support for customer repairs for both reactive and proactive repairs.
Escalation and notification via internal departmental support in HHP DFSE, Mining business and local branch.
Support and liaise with on-site planning teams to provide the local Cummins Field Operations team short- and long-term planning scheduling vision.
Responsibility of overseeing imbedded site technicians.
This includes managing their day-to-day activities, providing them with guidance and support, and ensuring that they are performing their duties to the highest standard.
Provide onsite Cummins personnel technical, commercial and safety supervision and job observation support providing both Cummins and the customer job scope and progression.
Drive product improvement initiatives and projects to support customer Cummins engine populations.
Periodically liaise with customer and local OEM teams in providing guidance, escalation and resolution to customer requests when applicable.
Ensure minimum downtime on all Cummins powered units onsite.
Skills & experience:
At least two years post trade qualification experience Experience working on Cummins HHP engines Personal commitment to HSE and leading an interdependent safety culture.
Diesel trade qualification HHP experience Strong influencer and interpersonal skills Proficient computer skills Leadership experience A mature attitude, organized and methodical approach to work Problem solver and ability to work autonomously as well as part of a team Job Service
Organization Cummins Inc.
Role Category Hybrid
Job Type Exempt - Experienced
ReqID 2402201
Relocation Package Yes
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