Technical Support Specialist Description
Provide technical support for complex service related issues, serving as a technical support resource providing diagnostic support on complex and hard to diagnose warranty and non-warranty repair events, and formulating and directing complex repair plans.
- Key Responsibilities:
- Serve as technical support resource providing diagnostic support on complex and hard to diagnose warranty and non-warranty repair events.
- Formulate and direct complex repair plans.
- Document the results of diagnostic and repair actions in the appropriate database clearly and concisely.
- Manage the escalation of more complex requests to the appropriate level of support.
- Lead diagnostic support and escalation process improvement activities.
- Maintain knowledge and technical understanding of current products and new products.
- Promote Cummins Service capability and service programs to increase sales.
- Distribute technical communications to the assigned region.
- Investigate product issues at customer or dealer locations.
- Mentors and coaches technicians in the region 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.
- Additional Roles and Responsibility
- Cummins supplied Diesel engines and related aftertreatment support.
- Address field incident and quality issues reported from final product manufactures working with multiple Cummins internal and OEM teams.
- Initial Local Returned Parts Inspection from Multiple regions via OEM channel.
- Field Failures Investigation Activities (Remotely or On Site all over Japan).
- Drive Cummins Internal Product Problem Solving projects and related meeting forums to deliver output to OEM customers.
- Work with Product Engineering Team, Supplier Quality Inspection Engineers, and Suppliers to reach Short term and Long term solution in the lead time agreed with OEMs.
- Correct all necessary information for the failure investigation.
- Create Problem Definition for all failure incident reported from OEMs.
- Warranty Judgement. Assess warranty information from OEMs and process it to the Cummins internal system with translating codes from OEM unique to Cummins internal.
- Service Publications Update for OEMs. Provide Service Instruction to OEMs and sometimes be consulted to check drafted service documents created by OEMs.
- Have good relations with OEMs Teams. Understanding of Japanese and Culture in other regions.
- Accountability for Japan, and other regions for Service and Quality Engineering.
- Additional Required Skills and Edcations
- Fluent Japanese.
- Fluent English.
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