Cummins Inc. Technical Specialist - Cummins Care - Level 3 in St Louis, Missouri
Technical Specialist - Cummins Care - Level 3
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We are looking for a talented Technical Specialist – Cummins Care Level 3 to join our team specializing in Service for our Distribution Business Segment remotely.
In this role, you will make an impact in the following ways:
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.
To be successful in this role you will need the following:
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.
This opening is for a Cummins Field Service Engineer (CFSE) within the Cummins Care Organization.
The person accepting this position will provide coverage for the Central Region.
The candidate will need to reside in St Louis, MO or the surrounding area.
The primary products this Role will be supporting are HMLD, Spark Ignited, EV products, and some HHP.
CFSE’s are part of the technical escalation process and are responsible for engaging with service providers that need support with a diagnostic mystery.
These cases are typically ones in which the published troubleshooting processes has not successfully identified root cause or a more in-depth investigation is needed.
CFSE’s also have the responsibility to complete in depth failure analysis on engines and components, to determine root cause of a failure.
Safety Focused: Maintain required safety related training based on CSSNA and CARE guidelines. Promotes and improves safety practices for self and those around us.
Continually working towards an independent safety culture.
Responsive:Empathize with customer concerns and demonstrate ownership to resolve them with a sense of urgency while providing a positive customer experience.
Seek feedback from repair locations, team members, and Subject Matter Experts to resolve cases efficiently and accurately.
Passion:Possess knowledge to take a systemic approach with the capacity to think outside the box utilizing a creative problem-solving process. Driven and always working to improve processes and set high personal goals for your own growth. Innovate and develop interim solutions to remedy or limit the customer’s issue. Ensure information is shared within the organization to expedite future repairs.
Self-motivated: Committed to success both personally and as a team! Able to work remotely with little supervision, with the capacity to manage one’s own schedule. Effectively prioritize workload, training and development along with special project work.
Compensation and Benefits
Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage and a full complement of personal and professional benefits.
Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage and a full complement of personal and professional benefits.)
Cummins and E-verify
At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. 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, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates right to work using E-Verify. Cummins will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.
Primary Location United States-Missouri-St. Louis-US, MO, St Louis, Cummins Mid-South
Job Type Experienced - Exempt / Office
Recruitment Job Type Exempt - Experienced
Job Posting Feb 13, 2024, 5:00:00 AM
Unposting Date Feb 28, 2024, 4:59:00 AM
Organization Distribution Business
Role Category Hybrid - Potential for Partial Remote
Relocation Package Ineligible
Req ID: 240000Y5