Technical Support Specialist - Senior at Cummins Inc.

Description

• Provides technical support and training to clients after the sale of the product; troubleshoots technical problems. May provide technical training to customer's staff. Recommends product improvements to design staff in response to customer feedback.
• Supports counterparts in strengthening their relations in customer partnerships.
• Works with sales force, customers, and potential customers regarding the resolution of technical or engineering issues that affect the sales, installation and utilization of the company's products.
• Proposes changes in products and services that result in cost reductions and increased sales.
• Provides sales force coaching focused on technical development.
• Evaluates products and solutions based on customer requirements.
• Participates in all technical aspects of the sale.
• Prepares operating manuals, reference materials or training materials for customers and the sales force.
• Six Sigma certification and involvement to improve customer operating costs and product reliability / durability.
• Mentors and grows less experienced technical support specialists.

Skills

• Customer focus - Building strong customer relationships and delivering customer-centric solutions.
• Ensures accountability - Holding self and others accountable to meet commitments.
• Builds networks - Effectively building formal and informal relationship networks inside and outside the organization.
• 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.
• Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Being resilient - Rebounding from setbacks and adversity when facing difficult situations.
• Nimble learning - Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.
• Data Analytics - Discovers, interprets and communicates qualitative and quantitative data; determines conclusions relying on knowledge of business or functional frameworks; simultaneously applies statistics, data validity, data visualization, and problem solving approaches to effectively extract meaningful patterns and business insights; presents conclusions and outcomes that enable data driven business decisions.
• Customer Technical Problem Solving - Solves problems by leveraging industry standard and Cummins' product specific methodologies to determine the assignable cause within appropriate time constraints

Education, Licenses, Certifications

• College, university, or equivalent degree in engineering or a related subject required.
• This position may require licensing for compliance with export controls or sanctions regulations.