DESCRIPTION

GPP Database Link (https://cummins365.sharepoint.com/sites/CS38534/)

Job Summary:

• Manages the operations of the technical support team. Handles more complex escalated and unresolved support issues.

Key Responsibilities:

• Manages a team of technical support specialists and/or Supervisors.

• Resolves more complex business problems for those on the team.

• Provides employees timely and constructive performance feedback; develops employees and provides opportunities that enhance employee career growth.

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

• Develops and monitors operations including policies and procedures, budget, operating structure, and work flow.

• Ensures the volume of work produced meets company standards and ensures customer satisfaction. Identifies trends and initiates changes/improvements necessary to achieve goals and objectives while ensuring customer needs are met without interruption to service levels.

• Resolves escalation of more complex issues Engages with the distribution channel and cross functionally to build collaborative relations. Mentors and coaches technicians in the region to improve capability.

RESPONSIBILITIES

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.

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:

• Significant level of relevant work experience, including supervisory experience, required. Prior experience in a technical role is highly preferred.

QUALIFICATIONS

• Lead Service team including customer support, warranty, oversea and OEM service among PSBU.

• Collaborate with LOB and aftermarket to support all levels of customer in service performance.

• Lead in customer experience/expectation improvement.

Job Service

Organization Cummins Inc.

Role Category Hybrid

Job Type Exempt - Experienced

ReqID 2403503

Relocation Package No