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Technical Specialist - Senior

Description

Technical Specialist - Senior

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.

We are looking for a talented Technical Specialist - Senior to join our team in Johor, Malaysia. This will be following hybrid work model

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

• Technical specialist and primary customer support contact to diagnose and execute complex repairs to generators and components at the customer’s site.

• Establishes and continually develops productive customer relations and ensures prompt and efficient attention to customer needs.

• Applies the use of specialized tools and follows documented procedures and policies to diagnose and complete complex repairs at customer site.

• Performs preventative maintenance activities as per documented schedules and standards on power generation products in the field.

• Escalates unresolved issues to product specialists / Supervisor.

• Coaches and develops technicians and/or apprentices and transfers knowledge and experience to others; may provide work direction; may review of repair plans, parts lists, etc.

• Completes required documentation, such as service worksheets, timesheets, warranty claims, quality documents via handwritten forms or business system input screens.

• Completes training in line with skill and business requirements.

• Maintains service vehicle and tools for cleanliness and proper operation.

• Ensure adherence to all relevant Health Safety & Environmental policies, procedures and legislation and reports any issues / incidents to site management and to their supervisor

Qualifications

To be successful in this role you will need the following:

• 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.

• Manages conflict - Handling conflict situations effectively, with a minimum of noise.

• 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.

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

• 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.

• 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.

• 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.

• 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.

• Product Repair and Maintenance - Repairs and maintains mechanical/electrical products following guidelines, using required tools within standard repair time to ensure a quality repair; disassembles and assembles engines or power generators following guidelines, using required tools to ensure a clean and organized environment; inspects and replaces parts and components following re-use guidelines to minimize customers cost of ownership; performs progressive damage check following guidelines to restore to pre-failure condition.

• Power Generation Systems Knowledge - Demonstrates knowledge of Cummins and industry standards by complying with all safe work procedures including Personal Protective Equipment to create a safe work environment; interprets and analyzes Power Generation system operation and integration (switch gear, power system controls, uninterruptable power supply, etc.) by applying tools, service publications (Cummins, Original Equipment Manufacturer) and taking measurements to efficiently and correctly diagnose and repair.

• Engine Systems Interactions - Interprets and analyzes the interactions of internal and external electrical and mechanical systems (exhaust, heating, cooling, fuel systems, driveline, aftertreatment, controls, sensors, etc.) by applying tools, service publications (Cummins, Original Equipment Manufacturer) and taking measurements to efficiently and correctly diagnose and repair.

• Health and Safety Fundamentals - Champions and models proactive health and safety behaviors by identifying, reporting and participating in actions to improve health and safety in order to build an interdependent culture and contribute to an injury-free workplace.

Preferred Qualifications:

• Apprentice Certified Power Generation/ Electrical Technician (Preferred)

• Vocational diploma from relevant technical institution

• Current relevant electrical certification

• Locally valid driving permit

• This position may require licensing for compliance with export controls or sanctions regulations.

• Significant field service work experience

• Expert level knowledge of and/or experience with power generation products

• High Voltage / Low Voltage experience

• Customer service experience

• Experience providing technical advice and coaching to more junior technicians (preferred)

• Coordinates and schedules Technician work schedules; communicates repair plans to Technicians aligned with customer quotes; monitors Technician productivity and repair quality.

• Provides coaching and feedback to individual Service Technicians; provides performance reviews and opportunities for professional growth

• Provides some first level of support to Service Technicians requiring assistance; escalates technical support needs for resolution when needed

• Assists with service logistics including use of materials, equipment, and employees ensuring safety, quality, and efficient operations

• Assist with reviewing quotes for accuracy prior to communication to customers; provides updates on repair status and any plan or schedule changes

• Monitors the status of open repairs with technicians; addresses issues that impact completion of the repair plan in the time quoted to customers.

Compensation and Benefits

• Flexible Lifestyle – Monday to Friday

• Comprehensive Cummins product training provided

• Annual remuneration review

• Participation in an annual variable compensation (bonus) program

• A range of personal and professional benefits

At Cummins, we are an equal opportunity employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, colour, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.

Job SERVICE

Primary Location Malaysia-Johor-Johor Bahru-Malaysia, Johor Bahru, Branch - Taman Mount Austin

Job Type Shop

Recruitment Job Type Technician

Job Posting Apr 19, 2024, 1:48:13 AM

Unposting Date Ongoing

Organization Distribution Business

Role Category Hybrid - Potential for Partial Remote

Relocation Package Ineligible

Req ID: 240003ES