Technical Service Support Specialist – Senior Full-Time

Description

• 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.

_ At Cummins, we are an equal opportunity employer committed to creating an inclusive environment where the diversity of our workforce _ strengthens our ability to deliver world class products and services to our customers _ . 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, citizenship, gender identity and/or expression, or other status protected by law. _ Cummins welcomes applicants with disabilities and will make reasonable accommodation to enable individuals to apply and compete for employment opportunities for which they are qualified. We are committed to fostering a flexible environment that supports the balanced integration of an employee’s professional and personal responsibilities and goals.

Qualifications

Skills

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.

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.

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.

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.

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.

Collaborates

• Building partnerships and working collaboratively with others to meet shared objectives.

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.

Customer focus

• Building strong customer relationships and delivering customer-centric solutions.

Nimble learning:

• Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.

Resourcefulness

• Securing and deploying resources effectively and efficiently.

Education, Licenses, Certifications

• College or technical trade school or equivalent degree, or equivalent experience, required.

Experience

• Intermediate level of relevant work experience required.