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Cummins Inc. Customer Service Manager in Mississauga, Ontario

Customer Service Manager


Our culture is one that 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 and make an impact through meaningful work within our diverse workforce.

Our New Power Business Unit delivers reliable, durable, high performing products to our global partners. Working in an innovative space, you will develop high tech solutions that will fuel your advanced career skill set and empower you to own your career. Our integrated businesses demand the talents and creativity of individuals with a wide range of skills and experience.

This is an exciting opportunity in Mississauga, Ontario for a Customer Service Manager.

Your impact will happen in these and other 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.


Skills and Experience Required:

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.

Other required skills:

  • Strong electromechanical technical skills in an industrial manufacturing aftermarket environment.

  • Ability to interpret detailed electrical schematics and mechanical drawings.

  • Familiarity with Canadian safety codes and standards as it relates to commercial electromechanical products.

  • Strong computer skills and familiarity with aftermarket service ERP (IFS or other related ERP)


  • Minimum five years of experience in a leadership role in an industrial aftermarket environment.

  • Prior experience with equipment typically used in power generation systems or similar industry.

  • Hands on experience in performing a variety of highly technical and complex tasks related to installation, troubleshooting, service, and repairs of industrial or heavy equipment.

  • Previous experience in managing parts and/or service field technician teams in industrial manufacturing industry highly preferred.

Required Education, Licenses or Certifications

Bachelor of Science (or equivalent degree) in Mechanical and/or Electrical Engineering or related field required. Advanced degree preferred.

Compensation and Benefits

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

At Cummins, we are committed to the principles of diversity and employment equity under the Employment Equity Act, and we strive to ensure that our workforce reflects the diverse nature of Canadian society.

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.

The successful candidate will be subject to our Pre-Employment Background Screening process that consists of a Criminal Background Check as well as Education and Work Experience Verification.

Ready to think beyond your desk? Apply for this opportunity to start your career with Cummins

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Primary Location Canada-Ontario-Mississauga-Canada, ON, Mississauga, Hydrogenics Superior

Job Type Experienced - Exempt / Office

Recruitment Job Type Exempt - Experienced

Job Posting Jun 26, 2020, 4:32:22 PM

Unposting Date Ongoing

Req ID: 2000010Y