Cummins Inc. 525. Bilingual Technical Service Support Specialist - Senior, Location to be determined in United States
October 30, 2017
POSITION: Bilingual Technical Service Support Specialist Senior SERVICE CC02
LOCATION: To be determined
SHIFT: Day shift
REPORTING TO: Michael L. Bradford
FUNCTION: Provide technical support for complex service related issues.
Serve as technical support resource providing diagnostic support on complex and hard to diagnose warranty and non-warranty repair events.
Formulate and direct complex repair plans.
Document the results of diagnostic and repair actions in the appropriate database clearly and concisely.
Manage the escalation of more complex requests to the appropriate level of support.
Lead diagnostic support and escalation process improvement activities.
Maintain knowledge and technical understanding of current products and new products.
Promote Cummins Service capability and service programs to increase sales.
Distribute technical communications to the assigned region.
Investigate product issues at customer or dealer locations.
Mentors and coaches technicians in the region to improve capability.
Technical guidance to dealers
Technical support - request documentation
Analyze ECM image and data logs
Policy request processing
One-off repair authorization to dealers
Other related tasks, as needed
Communication - Written And Verbal - Significant experience in written and verbal communication and should be capable of communicating effectively to all levels within and outside the company.
Diagnostics - Familiar with the basic elements of on-board diagnostics and their relevance. Knows when/if diagnostics should/could be applied; capable of applying it at the basic level.
Component Failure Analysis - Demonstrated capability to analyze engine and/or power generation equipment failures at the component level and to collect the relevant data to develop and support the analysis and conclusions. Demonstrated knowledge by conducting failure analysis on multiple systems and equipment.
Data Gathering And Analysis - Capable of selecting and performing the required measurements in a safe manner to determine data quality and to apply predefined applications to raw data sets.
Distribution/Service Network Knowledge - Demonstrated results in communicating and working with Distributor personnel to complete performance plan objectives which require integration with the global distribution network. Can serve as a trainer/mentor for this skill.
Field Investigation - Ability to conduct all aspects of a field investigation including; organizing the investigation with field organization and using service tools for diagnosis, analyzing data, and generating a field investigation report. Has completed multiple field investigations. Can train/mentor this skill.
Warranty/Policy Support - Has working knowledge of the warranty, extended coverage, and policy programs. Is able to evaluate a policy request and determine whether it qualifies or not. Has the capability to determine root cause of failure and assign accountability. Is able to communicate the decision in a diplomatic manner. Coaches/trains employees.
Extensive Cummins product knowledge
Knowledge of warranty, policy
Excellent computer aptitude; experience with Microsoft Office: Excel
Bilingual (French/English) required
Excellent communication, interpersonal and negotiation skills
Customer service focus
Attention to detail
Organized, ability to multi-task and prioritize workload to meet deadlines
Self-starter, demonstrated energy and enthusiasm
EDUCATION, LICENSES, CERTIFICATIONS
College or technical trade school or equivalent degree, or equivalent experience, required.
Intermediate level of relevant work experience required.
ADDITIONAL RESPONSABILITIES UNIQUE TO THIS POSITION:
Flexibility in work shifts is required Availability to travel less than 10%
An external search is being conducted simultaneously. If you have any questions or are interested in the above position please contact Stephani Burton @ email@example.com by November 13, 2017.
We are an Equal Opportunity Employer