Cummins Inc. Senior Engineer Channel Support in Pune, India
Senior Engineer Channel Support
Technical specialist and primary customer support contact to diagnose and execute complex repairs to engine products 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 engines and related components in the field.
Escalates unresolved issues to product specialists or supervisor.
Coaches and develops technicians and/or apprentices and transfers knowledge and experience to others; may provide work direction; may review 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.
Identifies additional sales and service opportunities with customer.
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.
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.
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.
Education, Licenses, Certifications
Apprentice Trained Engine Technician (Preferred)
Vocational diploma from relevant technical institution
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 engine products
Customer service experience
Experience providing technical advice and coaching to more junior technicians (preferred)
Field Service event Management - Electrical Complaints To ensure prompt support 01.] All electrical complaints are to be reviewed on daily basis with AO / dealership team and support them for the technical /any specific solution in terms the parts supply constraints to restore the DG sets within 48hrs.
02.] Publishing the Dashboard of BD complaints. the customer site to be done as per requirement to resolve the complicated complaints
NGPI compliance & Proactive replacements To ensure BCD compliances are met 01.] Ensure the alternators are undergoing maintenance through Mandatory Checks in a timely manner i.e. NEI checks.
02.] Monitor the compliance of A & C checks within warranty period.
03.] Work with Zonal contract team to ensure the mandatory replacement of Alternator and Control panels as per recommendation to avoid premature failures
DFSEs - Failure Investigation and Analysis To ensure timely resolution of the issues 01.] Failure of alternator and control panels are to be investigated as per desired format.
02.] Each warranty failures/ failed under contract to be taken up with Customer quality team through TSR within 48hrs.
Case to Case basis, Travel to field locations to carryout onsite analysis, data acquisition or troubleshooting in the cases where dealerships are not able to address the issues or the issues are with the strategic customers in accordance with ASM's/ZSH/HO intervention and delegation.
Dealer Service & Technical Capability Enhancement To improve the dealership capability 01. Carry out skill gap analysis of the engineers for every branch and identify the training needs, release the yearly calendar for the training to be covered as per Skill gap and adhere to the schedules , release the status of training every month - Planned Vs Completion
Enhance the skill set on usage of In power and Insite software tools , fault code analysis and recommendation to customer on the proactive replacement. Expected that all DRT to be expert technically in Alternator, AMF & Sync Panel and controllers (PCC,ECMs etc) in each branch.
Dealer engineers technical capability development on Customers existing System/Panel to win the retro fitment projects
- Audit the each dealership branches for the availability of Recommended electrical tools and usage as per service event requirement
Publish the audit report to HOD and follow up for implementation of action plans for the improvement.
Review and share the inputs for the requirement of electrical Manpower to ASM / HOD for each branches to cater the future requirements
Primary Location India-Maharashtra-Pune-India, Pune, IOC Tower A
Job Type Shop
Recruitment Job Type Technician
Job Posting May 26, 2023, 6:23:06 AM
Unposting Date Ongoing
Organization Distribution Business
Role Category Hybrid - Potential for Partial Remote
Req ID: 230004MC