Cummins Inc. Technical service support specialist-高级服务工程师 in Beijing, China

Technical service support specialist-高级服务工程师

Description

Provide technical support for complex service related issues.

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.

Qualifications

Skills

Field Investigation and Support - Gathers and communicates technical information, both internally and externally, between technical problem solvers and the service channel about product or process related issues by using proven problem-solving techniques so that issues get resolved quickly and to customers’ satisfaction.

Technical Service Information - Creates the information necessary for the service channel to efficiently and effectively troubleshoot and repair product to maximize customer uptime.

Product Serviceability Requirements and Review - Structures and publishes procedures that technicians follow to safely repair and maintain products, whilst ensuring repairable components are accessible.

Product Failure Reporting and Corrective/Preventive Action Systems - Defines and leads a process to record, prioritize, and resolve product failures using cross-functional reviews, rigorous problem solving methods, failed parts transfer processes, data management tools, and project management practices to effectively and efficiently improve the reliability of the product.

Product Failure Mode Avoidance - Mitigates potential product failure modes, by identifying interfaces, functions, functional requirements, interactions, control factors, noise factors, and prioritized potential failure modes and potential failure causes for the system of interest to effectively and efficiently improve the reliability of Cummins’ products.

Product Problem Solving - Solves product problems using a process that protects the customer; determines the assignable cause; implements robust, data-based solutions; and identifies the systemic root causes and recommended actions to prevent problem reoccurrence.

Technical Customer Management - Represents Cummins to our customers by being the interface for all technical aspects; provides engineering data, documentation and training to customers to support the design and integration of equipment; ensures that the customer's business is not interrupted by managing Cummins' product changes through the use of our change processes and regular communications with Product Development and the customer.

Decision quality - Making good and timely decisions that keep the organization moving forward.

Drives results - Consistently achieving results, even under tough circumstances.

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.

Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.

Education, Licenses, Certifications

College, university, or equivalent Bachelor's degree in Engineering or other relevant technical disciplines is required.

Experience

Prior entry level engineering equivalent work experience in a relevant discipline area is required. Knowledge of MS Office tools is preferred

Job ENGINEERING

Primary Location China-Beijing-Beijing-China, Beijing, CES

Job Type Experienced - Exempt / Office

Recruitment Job Type Exempt - Experienced

Job Posting Oct 12, 2018, 1:45:54 AM

Unposting Date Ongoing

Req ID: 180005RT