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Cummins Inc. Field Service Engineer 伊顿康明斯现场服务工程师 in Wuxi, China

Field Service Engineer 伊顿康明斯现场服务工程师

Description

  • Supervises employees who install, service, and repair equipment and machinery.

  • Supervises Service Technicians and/or Service Team Leaders; coordinates and schedules Technician work schedules; communicates repair plans to Technicians aligned with customer quotes; monitors Technician productivity and repair quality.

  • Provides coaching and feedback to individual Service Technicians and/or Service Team Leaders; provides performance reviews and opportunities for professional growth.

  • Provides first level of support to Service Technicians requiring assistance; escalates technical support needs for resolution when needed.

  • Manages service logistics including use of materials, equipment, and employees ensuring safety, quality, and efficient operations

  • Develop and/or reviews quotes for accuracy prior to communication to customers; provides updates on repair status and any plan or schedule changes.

  • Participates in continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals.

  • Monitors the status of open repairs with technicians; addresses issues that impact completion of the repair plan in the time quoted to customers.

  • Monitors goals and targets for the branch; measures, reviews, and maintains superior customer satisfaction levels.

  • Resolves customer concerns related to Cummins or distributor warranties; develops strong relationships with key customers through frequent and professional communication.

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.

  • Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using Cummins published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.

  • 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 Development - Explains scope of all primary electronic troubleshooting tools to understand which tools are applicable; identifies clear and robust design requirements by following the required process to ensure design meets or exceeds requirements; develops and executes test plans to validate the service tool.

  • Ensures accountability - Holding self and others accountable to meet commitments.

  • Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

  • Manages conflict - Handling conflict situations effectively, with a minimum of noise.

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

  • Directs work - Providing direction, delegating, and removing obstacles to get work done.

  • Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.

Education, Licenses, Certifications

  • Technical trade school degree or equivalent education, or equivalent experience required.

  • This position may require licensing for compliance with export controls or sanctions regulations.

Experience

  • Intermediate level of relevant work experience, including team leadership experience, required.

Job SERVICE

Primary Location China-Jiangsu-Wuxi-China, Wuxi, Wuxi Holset Engineering Company

Job Type Experienced - Exempt / Office

Recruitment Job Type Exempt - Experienced

Job Posting Jan 12, 2021, 12:59:59 AM

Unposting Date Ongoing

Req ID: 200003Q2

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