Technical Service Support Specialist - Senior We are looking for a talented Technical Support Specialist to join our team specialising in Technical Support for our GPP Database in Pilbara, Australia / your remote home office.
In this role, you will make an impact in the following ways:
Provide diagnostic support for complex warranty and non-warranty repair events, serving as a resource for challenging service-related issues. Formulate and direct comprehensive repair plans while documenting all actions and results in the appropriate database. Manage the escalation of complex technical requests, ensuring timely communication and resolution with engineering and operations teams. Foster strong relationships with key stakeholders, including mining customers like BHP and Rio, and OEM partners such as Komatsu and Liebherr. Mentor and coach regional technicians, enhancing their skills and promoting service capability within the team. Investigate product issues on-site at customer or dealer locations, acting as a conduit between Cummins, customers, OEMs, and engineering teams. RESPONSIBILITIES
To be successful, you must have the following:
Customer Focus & Service Delivery : Builds strong customer relationships and develops customer-centric solutions, ensuring high service standards. Problem-Solving & Complexity Management : Analyzes complex information to resolve issues, leveraging resources efficiently and adapting to new challenges. Technical Proficiency & Diagnostics : Utilizes electronic tools and diagnostic procedures to troubleshoot and resolve technical issues, ensuring accurate documentation and effective service. Learning & Adaptability : Continuously learns through experimentation, leveraging both successes and failures to improve, while embracing new technologies and diverse perspectives. Collaboration & Communication : Works effectively with others to achieve shared goals and tailors communication to meet the needs of different audiences. Education/Experience : Requires a relevant degree or equivalent experience, with preference for prior technical experience; may require specific licenses for compliance in a technical role is preferred.
QUALIFICATIONS
Primarily supporting Cummins key mining customers and OEM in the Pilbara region. Customers like BHP, Rio, and OEMs like Komatsu, Hitachi, and Liebherr choose Cummins engines to power their dump trucks, diggers/excavators, and loaders.
The PSR takes the lead in bringing the information as holistic as possible to the business including engineering team, operations team and mining team. Sometimes these are easily resolvable but in other instances extensive support from Engineering is required.
Liaising with all key stakeholders ensuring effective communication (like a conduit) between customer, OEM partners, engineering and the MRC who are responsible for building the engines.
Another example will be periodically updating the number of hours that engines are doing in the field so the MRC can plan the replacement date for a new engine. So building relationships with customers is also important.
The following serves as a GPP (70%) high-level view of the PSR role. In some circumstances, the role may include additional customer-specific workstreams.
IBPAtlas inputs Data quality Engine swaps Core management Monthly and annual movement of engines into/out of plan ERMs, ERFs Engine down notifications TSRs (Technical Service Requests – Engineering communication) QSOL and Movex competency Primary customer POC. Represents Cummins (supported by Operations, Mining, Eng.). Facilitates connectivity between Cummins, Customer, OEM, Eng, MRC 10% Admin specific e.g. customer specific HSE A global power leader, Cummins Inc. is a corporation of complementary business units that design, manufacture, distribute and service diesel and natural gas engines and related technologies, including fuel systems, controls, air handling, filtration, emission solutions and electrical power generation systems. Cummins is the world's largest independent designer and manufacturer of diesel engines.
#J-18808-Ljbffr