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Service Team Lead

2 months ago

Beijing, Beijing, China Cummins Inc. Full time

Job Summary:

Cummins Inc. is seeking a highly skilled Service Team Lead to join our team. As a key member of our service organization, you will be responsible for leading a team of technical support specialists and supervisors to deliver exceptional customer service and support.

Key Responsibilities:

  • Lead a team of technical support specialists and supervisors to ensure timely and effective resolution of customer issues.
  • Develop and implement process improvements to enhance customer satisfaction and service delivery.
  • Collaborate with cross-functional teams to identify and prioritize business opportunities and drive growth.
  • Manage and develop a team of technical support specialists and supervisors to ensure they have the skills and knowledge needed to deliver exceptional customer service.
  • Ensure compliance with company policies and procedures, as well as regulatory requirements.
  • Develop and manage budgets and resources to ensure effective service delivery.
  • Identify and prioritize business opportunities and drive growth through strategic planning and execution.

Requirements:

  • College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required.
  • Significant level of relevant work experience, including supervisory experience, required. Prior experience in a technical role is highly preferred.
  • Licenses for compliance with export controls or sanctions regulations may be required.

Competencies:

  • Balances stakeholders - Anticipating and balancing the needs of multiple stakeholders.
  • Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
  • Cultivates innovation - Creating new and better ways for the organization to be successful.
  • Customer focus - Building strong customer relationships and delivering customer-centric solutions.
  • Develops talent - Developing people to meet both their career goals and the organization's goals.
  • Ensures accountability - Holding self and others accountable to meet commitments.
  • Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
  • Manages conflict - Handling conflict situations effectively, with a minimum of noise.
  • Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
  • Situational adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.
  • Strategic mindset - Seeing ahead to future possibilities and translating them into breakthrough strategies.
  • 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.
  • Values differences - Recognizing the value that different perspectives and cultures bring to an organization.