Technical Service Support Specialist
Cummins India Limited · Hyderabad · onsite · Posted 24d ago
Not disclosed3–5 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Job Summary
Provide technical support for less complex service related issues.
Key Responsibilities
Serve as technical support resource providing diagnostic support on less complex warranty and non-warranty repair events. Formulate and direct less complex repair plans. Document the results of diagnostic and repair actions in the appropriate database clearly and concisely. Manage the escalation of complex requests to the appropriate level of support. Assists with 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.
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.
Work Location is :Vijayawada (AP)
Preferably an engineer with electrical back ground will be an added advantage ,needs to take care of the Data center and all the compliance including frequent customer connect sharing the reports and meeting the SLA
Job Service
Organization Cummins Inc.
Role Category On-site with Flexibility
Job Type Exempt - Experienced
ReqID 2437521
Relocation Package Yes
100% On-Site No
Provide technical support for less complex service related issues.
Key Responsibilities
Serve as technical support resource providing diagnostic support on less complex warranty and non-warranty repair events. Formulate and direct less complex repair plans. Document the results of diagnostic and repair actions in the appropriate database clearly and concisely. Manage the escalation of complex requests to the appropriate level of support. Assists with 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.
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.
Work Location is :Vijayawada (AP)
Preferably an engineer with electrical back ground will be an added advantage ,needs to take care of the Data center and all the compliance including frequent customer connect sharing the reports and meeting the SLA
Job Service
Organization Cummins Inc.
Role Category On-site with Flexibility
Job Type Exempt - Experienced
ReqID 2437521
Relocation Package Yes
100% On-Site No
Sourced from foundit
Skills
Service Capability Capacity and Coveragetechnical escalationservice documentationDiagnostics ApplicationElectronic Service Tool Application
About Cummins
Cummins India Limited
Industrial Machinery
3.1k+
employees
1919
107 years old
Pune, Maharashtra
India
₹7.7L PA avg
Avg at Cummins
About
Cummins Inc., a global power solutions leader, comprises five business segments – Components, Engine, Distribution, Power Systems and Accelera by Cummins – supported by our global manufacturing and extensive service and support network, skilled workforce and vast technological expertise.Cummins is committed to its Destination Zero strategy, which is grounded in the company’s commitment to sustainability and helping its customers successfully navigate the energy transition with its broad portfolio of products. The products range from advanced diesel, natural gas, electric and hybrid powertrains and powertrain-related components including filtration, aftertreatment, turbochargers, fuel systems, valvetrain technologies, controls systems, air handling systems, automated transmissions, axles, drivelines, brakes, suspension systems, electric power generation systems, batteries, electrified power systems, hydrogen production technologies and fuel cell products.Headquartered in Columbus, Indiana (U.S.), since its founding in 1919, Cummins employs approximately 75,500 people committed to powering a more prosperous world through three global corporate responsibility priorities critical to healthy communities: education, environment and equality of opportunity.Cummins serves its customers online, through a network of company-owned and independent distributor locations, and through thousands of dealer locations worldwide and earned about $735 million on sales of $34.1 billion in 2023.
Industries
Industrial MachineryAutomobileManufacturingPower
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