Cummins Inc. Technical Support Manager in Vancouver, Canada

Technical Support Manager

Description

We are currently seeking a Technical Support Manager to become part of the dynamic team at our Surrey, BC Branch.

Reporting to the General Sales Manager , this position provides technical and service support to Cummins Sales teams and their customers by acting as their technical support liaison to resolve technical or engineering issues affecting sales.

Responsibilities:

  • Align with sales team on business and service strategy and initiatives, including proactive customer calls and relationship building.

  • Assist with complex technical aspects of both sale and post-sale support.

  • Ensure customer service excellence and guaranteed response times by actively engaging in support conversations and ensuring all issues are resolved in a timely and comprehensive manner with the affected end user.

  • Review frequently occurring and high impact support issues and build a process to ease the burden for those affected.

  • Develop relationships with branch personnel to ensure end user support is optimal.

  • Work directly with customers on all levels of escalated issues to manage customer expectations and drive issues to resolution.

  • Report on the status of customer situations, action plans, and customer specific deliverables to management.

  • Continual analysis and efficiency improvement of existing team operations, up-time response facilitation and customer support processes and practices.

  • Travel as required through Western Canada.

This position will work a Monday – Friday shift. Please note that any future shift changes that may occur are made in accordance with the terms and conditions of the standing Collective Agreement.

Qualifications

  • Must be legally eligible to work for any employer in Canada without sponsorship.

  • 5 years’ experience in a related technical support role, ideally providing support for business customers.

  • Technical experience in the Heavy Duty Truck industry is a strong asset (Journeyman Technician ticket would be ideal).

  • Experience in developing metrics to measure the effectiveness of technical support within an organization and acting on those metrics to optimize performance.

  • Exceptional communication, presentation and coaching skills, both with customers and the teams you support.

  • Ability to show initiative and work productively in a team oriented, fast paced environment

  • Excellent technical support and customer service skills with the ability to coordinate multiple tasks and requests.

Cummins Sales and Service – Western Canada is an exclusive distributor for Cummins Inc., the world’s largest independent manufacturer of diesel engines and a global leader in power generation technology. With 14 branches and over 700 employees across Western Canada, we are a growing company dedicated to providing our customers with solutions they can count on.

We offer competitive wages, a bonus program, benefits package, employer matched Pension Plan, and opportunities for development and career advancement. We are an equal opportunity employer dedicated to diversity in the workplace.

For more information, please visit www.salesandservice.cummins.com

We thank all applicants, but only those selected for further consideration will be contacted.

Job SALES

Primary Location Canada-British Columbia-Vancouver-Canada, BC, Surrey, Cummins Western Canada

Job Type Experienced - Professional / Office

Recruitment Job Type Professional - Experienced

Job Posting Mar 22, 2018, 5:05:28 PM

Unposting Date Ongoing

Req ID: 180001G7