Service Manager

4 weeks ago

Beijing, Beijing, China Cummins Inc. Full time

Job Summary:

Cummins Inc. is seeking a highly skilled Service Manager to join our team. As a key member of our service organization, you will be responsible for providing technical support for complex service-related issues, formulating and directing repair plans, and documenting results in our database.

Key Responsibilities:

  • Provide technical support for complex service-related issues, including diagnostic support and repair planning.
  • Formulate and direct repair plans, ensuring timely and effective resolution of issues.
  • Document results of diagnostic and repair actions in our database, maintaining accurate and concise records.
  • Manage the escalation of complex requests to the appropriate level of support, ensuring seamless transitions and accurate response to ticket resolution.
  • Lead diagnostic support and escalation process improvement activities, maintaining knowledge and technical understanding of current products and new products.
  • Promote Cummins Service capability and service programs to increase sales, distributing technical communications to assigned regions.
  • Investigate product issues at customer or dealer locations, mentoring and coaching technicians to improve capability.

Competencies:

  • 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.
  • Customer focus - Building strong customer relationships and delivering customer-centric solutions.
  • Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
  • 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.
  • Tech savvy - Anticipating and adopting innovations in business-building digital and technology applications.
  • 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.
  • 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.
  • 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.
  • 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.
  • Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

Education, Licenses, Certifications:

  • College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required.
  • This position may require licensing for compliance with export controls or sanctions regulations.

Experience:

  • Intermediate level of relevant work experience required. Prior experience in a technical role is preferred.

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