Cummins Inc. OEM Service Manager 客户服务经理 in Beijing, China
OEM Service Manager 客户服务经理
Acts as technical liaison between the Cummins field service organization and the Engineering, Quality, & Manufacturing organizations to proactively identify, define, and prioritize less complex product issues and to implement long term solutions.
Identify less complex service issues, initiate problem solving, document cost and customer impact information to establish priority for corrective action.
Manages with support failure analyses with Field Service, Warranty, and Engineering to communicate and define issues.
Partners with distributors, dealers and customers to support the investigation of less complex escalated product issues, discuss solutions, and conduct training because of complexity, longevity and criticality.
Supports product development teams and problem solving teams via the installation of field test engines or components and the monitoring and reporting of reliability data.
Participates during reviews to ensure the serviceability of new components and products including the monitoring of new product performance.
Creates with support initial publication and subsequent revision of service literature.
Facilitates new information regarding technical fixes and service procedures is communicated to the service organization.
7 Step Product Problem Solving Process - Understands the process steps, the expectations for each step, and is able to use the 7-step process to solve a problem. Incorporates Fault Tree Analysis into the process. Has used on-the-job application of the 7-Step Product Problem Solving Process to specific problems.
Campaign & Temporary Repair Practice (Trp) - The ability to resolve product problems in the field through the use of either Campaigns or Temporary Repair Practice(TRP). Knows the standard processes for Campaigns and TRP. Able to understand completed Campaign and TRP documents.
Communication - Written And Verbal - Is able to effectively and clearly communicate in both written and verbal means.
Field Investigation - Awareness of the basic processes and needs for a field investigation.
Hazard Analysis - Knowledge of hazard analysis and its relevance. Knows when hazard analysis should be applied and uses appropriately as part of work. Understands the underlying principles, techniques, and procedures. Leads Hazardous Analysis reviews.
Rapid Problem Solving - Demonstrated use of the Rapid Problem solving process and databases. Demonstrated use of the 7-Step Problem Solving and Six Sigma methods to identify and define product issues, develop and implement fixes, and implement controls to ensure the issue will not be repeated.
Warranty/Policy Support - Aware of the corporate warranty system and Marketing structure basics to support OEMs, Distributors and End User customers to maintain excellent partnerships and relationships.
Education, Licenses, Certifications
- College, university or equivalent degree in Engineering or related technical field required.
At least 5 years of relevant work experience required
Primary Location China-Beijing-Beijing-China, Beijing, CES
Job Type Experienced - Professional / Office
Recruitment Job Type Professional - Experienced
Job Posting Oct 12, 2017, 1:45:26 AM
Unposting Date Ongoing
Req ID: 170003BK