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Cummins Inc. Product Support Manager in Ankeny, Iowa

Product Support Manager


Our culture believes in Powering Your Potential . We provide global opportunities to develop your career, make your community a better place and work with today’s most innovative thinkers to solve the world’s toughest problems.

We believe in flexibility for you to explore your passions while making an impact through meaningful work within our inclusive workforce. That’s what #LifeAtCummins is all about.

Product Support Manager – 210001D6


We are looking for a talented Product Support Manager to join our team specializing in External Customer and Channel Partner Relationships for our Cross-Business Unit in Ankeny, IA

In this role, you will make an impact in the following ways:

  • Responsible for cross Business Unit global customer support initiatives as defined within the lines of business.

  • Develop and maintain external customer and channel partner relationships. Lead and resolve customer complaint and regional support related issues.

  • Provides input on customer support strategies in collaboration with business leadership targeting optimum growth.

  • Collaborate between business units and regional teams to develop Customer Support communication plans for new business and product launches.

  • Recognizes and coordinates the resolution of support related issues that may impact organizational and customer success.

  • Leads special projects that have cross regional implications.

  • Develops and maintains business relationships with cross-region channel partners, OEMs, and customers supporting the organization's Aftermarket strategy.

  • Understand market trends and product applications in identified market to drive Customer Support decisions and priorities.

  • Lead the analysis, measurement, and reporting of Customer Support initiatives across brands, channels, regions, products, etc

  • Assist with development of Customer Support budget, financial controls, and risk ensuring initiatives are executed efficiently and within established budgets.

  • Recruits, selects, develops, manages, motivates, coaches, and mentors managers; provides guidance and direction on problems and issues; delegates work assignments considering employee skills and development needs.

  • Assist with the Development and execution of the Customer Support Strategy for the business.


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.

Ensures accountability - Holding self and others accountable to meet commitments.

Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Customer focus - Building strong customer relationships and delivering customer-centric solutions.

Develops talent - Developing people to meet both their career goals and the organization’s goals.

Drives engagement - Creating a climate where people are motivated to do their best to help the organization achieve its objectives.

Cultivates innovation - Creating new and better ways for the organization to be successful.

Plans and aligns - Planning and prioritizing work to meet commitments aligned with organizational goals.

Builds effective teams - Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.


Significant level of relevant experience, including team leadership experience, required.

This position can be performed from other locations. Preferred: New Hudson, MI; DePere, WI; Ankeny, IA; Arlington, TX; Columbus, IN.

Help establish CSSNA Engineered Products Service Support strategy for all CSSNA upfit locations.

Lead the execution of the strategy.

Support launch of new CSSNA Engineered Products and maintain accountability for PITTI elements.

Lead a team of Product Support Managers assigned to CSSNA Engineered products. Be part of the Industrial Service Support.

Leadership team leading and coaching to encourage the development of the team. Serve as CSSNA Champion for Customer Support in Distribution VPI Process.

Education, Licenses, Certifications

  • College, university, or equivalent degree in field appropriate for the function required.This position may require licensing for compliance with export controls or sanctions regulations.

Compensation and Benefits

Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage and a full complement of personal and professional benefits

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 right to work using E-Verify. Cummins 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.


Primary Location United States-Iowa-Des Moines-US, IA, Ankeny, Cummins Central Power - EIC

Job Type Experienced - Exempt / Office

Recruitment Job Type Exempt - Experienced

Job Posting Mar 31, 2021, 6:10:38 PM

Unposting Date Ongoing

Req ID: 210001D6