Cummins Inc. EXECUTIVE MANAGER -CUSTOMER SUPPORT- NORTH in Lucknow, India
EXECUTIVE MANAGER -CUSTOMER SUPPORT- NORTH
Provides expert technical support to the Cummins Inc. Service Channel for complex service related issues.
Leads the investigation of product or system problems, understands causal mechanisms, recommends appropriate action. Support failure analysis process on common failure modes (e.g. PIR, CCR, HTD, TSR).
Documents the results of diagnostic and repair actions in the appropriate database clearly and concisely.
Knowledge Management by sharing acquired knowledge with other teams through Knowledge Management System (KMS), Quick Serve Online (QSOL) tickets, training, etc.
Onsite Technical Expert resource support when required.
Provides technical input for policy discussion and decisions.
Communicates to ensure territories are well informed and regularly scheduled meetings across team/functions/customer groups.
Investigates complex emerging issues as well as product or process issues in the field and delivers robust technical solutions.
Assists in field action campaigns and Infant Care or Value Package Introduction (VPI) Programs when needed and when available.
Puts safety in everything with the objective of injury free living.
Improves capability across the board through coaching, mentoring and training Field Service Engineering in order to support our customers more efficiently.
Provides product and customer support in the field while being a liaison during escalations to Technical Territory Manager (TTM)/ Engineering for product improvements and fixes. Implements non-complex Step 3 improvements without approval. Implements complex Step 3 fixes after gaining appropriate approvals.
Applies and supports product problem solving processes such as the Seven-Step Problem Solving Approach.
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.
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.
Being resilient - Rebounding from setbacks and adversity when facing difficult situations.
Resourcefulness - Securing and deploying resources effectively and efficiently.
Drives results - Consistently achieving results, even under tough circumstances.
Field Investigation and Support - Gathers and communicates technical information, both internally and externally, between technical problem solvers and the service channel about product or process related issues by using proven problem-solving techniques so that issues get resolved quickly and to customers’ satisfaction.
Product Failure Reporting and Corrective/Preventive Action Systems - Defines and leads a process to record, prioritize, and resolve product failures using cross-functional reviews, rigorous problem solving methods, failed parts transfer processes, data management tools, and project management practices to effectively and efficiently improve the reliability of the product.
Product Problem Solving - Solves product problems using a process that protects the customer; determines the assignable cause; implements robust, data-based solutions; and identifies the systemic root causes and recommended actions to prevent problem reoccurrence.
Technical Customer Management - Represents Cummins to our customers by being the interface for all technical aspects; provides engineering data, documentation and training to customers to support the design and integration of equipment; ensures that the customer's business is not interrupted by managing Cummins' product changes through the use of our change processes and regular communications with Product Development and the customer.
Education, Licenses, Certifications
College, university, or equivalent degree in Engineering, or related field is highly preferred or relevant experience equivalent required.
This position may require licensing for compliance with export controls or sanctions regulations.
Intermediate level of relevant work experience required. Prior experience in a technical role is preferred.
The position will be based out of Noida/Lucknow
Th following is pre-requisite for the position -
Review of Quarterly HSE audit observations identifiedthrough DSC/DMSC with HOD. Drive actions for closure of open points.
Ensure NPS score for AO /dealership as per our CompanyTarget. Conduct analysis of Passive and Detractors and initiate improvement atdealership.
Conduct NPS loyalty workshop and formulate CEIT actionitems and track periodic Progress ofidentified Action.
Align Service Delivery Process (SDP) thru audit - no. ofAudit agreed at Pan India and share improvement action for missed cases
Daily review of open SRN for all BD, RWP and PM events withteam and dealership for quick closure. The cases which are under complete b/dand RWP should be followed up with customers/dealership/process owner forfaster restoration.
Build strong CRM with key customers by Business &population wise for respective area.
Proactive 10 unique Customer visits Per month and share theplan in advance by 25th of every month. The customer visit should include CAMC,Dealership AMC, detractor and OOF and not agreeing to maintenance.
Monthly / Quarterly meeting with all OEM & GOEM. MakeMOM and ensure actions are closed by all stakeholders.
Service campaign / camp, Customer Training and ServiceSeminar as per agreed plan
Working with dealership and tracking performance to Improveand sustain Service Touch - meeting yearly targets for HHP, MHP, LHP
Monthly Review with Dealer SM & HOD on service touchperformance and improvement plan
Track for productive SRN ( which has leads)
DSC, DMSC || Coordinate DSC audit within Target datecovering all the branches every time covering all the branches every time alongwith discussions on Improvement Acton Plan with HOD. Sending Trend analysisover previous quarter post audit mail as per template.
Monthly review with HOD/COO on all Service KPIs & Keyinitiatives like SQM, Service Touch, Improvement Plans of Workshop/ warranty /CEIT and NPS analysis ( 5W for detractor), customer Escalations, etc.
"Check Claims and copy for accuracy of
- Proper explanationfor other charges claimed along with break up.
Ensure failed parts dispatch within 5 days of claim submission.
Follow with dealership for claim not submitted for warrantySRN
Warranty Claim Audit
Ensure Bi-monthly certification of the failed Partsdisposal.
Work with dealerships to achieve Service Quality MatrixTargets
Ensure CSM Timely release and review of SQM performance withdealership HOD/Service Manager
SQM improvement action plan Sign off and monthly review withHOD for missed cases.
Ensure CSM to 20 SRN Audit for quality and Hygiene andsharing it to dealership for improvement
Monitoring dealerships performance and Timely Publishing todirs., ZO, HO thru CSM
Ensure CSM to audit 10 SRN for 4 hours reach and sharefindings to HOD
Audit by CSM for right selection in cdos by dealership andsuitable communication to HOD along with improvement action as applicable.
Monthly meeting with site or dealership posted engineer (forunderstanding concern and carrier development etc.)
Structured Connect with dealership service engineers/service managers /SA
Promote collaboration between our team and dealership, salesteam and GOEM team for resolving the customer issues.
Work with Cross functional team to ensure HSE guidelines areadhered for office & its assets.
Work with TQM for identify the skill gap of engineers atdealership and take up with HOD for bridge gap skill.
Six Sigma Training for all non-certified employees andensure no idle belts.
Ensure to coordinate the process changes due to OPTMUS atfield or any other process change required to support dealership / customer
Primary Location India-Uttar Pradesh-Lucknow-India, Lucknow, Levana Cyber Heights Office
Job Type Experienced - Exempt / Office
Recruitment Job Type Exempt - Experienced
Job Posting May 25, 2023, 1:18:14 PM
Unposting Date Jun 24, 2023, 11:59:00 PM
Organization Distribution Business
Role Category Hybrid - Potential for Partial Remote
Req ID: 230004NW