Cummins Inc. Technical Service Support Advisor - Eaton Cummins Automated Transmission Technologies in Galesburg, Michigan
Technical Service Support Advisor - Eaton Cummins Automated Transmission Technologies
Provides technical support for more complex and difficult to diagnose service related issues. Mentors and trains less experienced Technical Service Support employees.
Serves as technical support resource providing diagnostic support on more complex and hard to diagnose warranty and non-warranty repair events.
Develops and directs more complex repair plans.
Documents the results of diagnostic and repair actions in the appropriate database clearly and concisely.
Supports field investigations which require partnering with service providers, Original Equipment Manufacturers, suppliers and customers to resolve more complex or systemic issues.
Provides input and participates in the development of new tools and processes to enhance diagnostics, improve communications, and drive reduction in variation, complexity and downtime.
Identifies emerging issues, initiates problem solving, documents product and customer impact information to support priority for corrective action. Escalates product improvement opportunities through appropriate forums.
Ensures new information regarding technical solutions and service procedures is communicated to the appropriate organizations.
Leads development of interim solutions to minimize customer downtime.
Mentors and trains less experienced Technical Service Support employees for knowledge transfer and development.
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.
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.
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.
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.
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.
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.
Cultivates innovation - Creating new and better ways for the organization to be successful.
Tech savvy - Anticipating and adopting innovations in business-building digital and technology applications.
Education, Licenses, Certifications
Demonstrated role competence is required. College, university, or equivalent Bachelor's degree in relevant discipline is preferred
This position may require licensing for compliance with export controls or sanctions regulations.
Significant level of relevant work experience required; technical work experience is highly preferred.
A significant amount of relevant experience is required.
This internal posting is for current employees of the Eaton Cummins Joint Venture only. Current Cummins or Eaton employees are considered external applicants and, as such, are not eligible to apply unless and until the job is posted externally at careers.cummins.com.
Primary Location United States-Michigan-Kalamazoo-US, MI, Galesburg, Eaton Cummins JV
Job Type Experienced - Exempt / Office
Recruitment Job Type Exempt - Experienced
Job Posting Apr 30, 2021, 6:28:37 AM
Unposting Date Ongoing
Req ID: 2100020D