Job opportunity:
a technical specialist will diagnose and complete complex repairs to cummins products at a single customer's site.
key responsibilities:
* engage customers in a professional manner.
* apply the use of specialized tools and documented procedures to diagnose and complete complex repairs, including identifying and preparing required parts and tools.
* coach on preventative maintenance activities and basic repairs completed by customer employees.
* elevate unresolved issues to more experienced specialists and/or supervisor.
responsibilities & competencies:
1. communicate effectively - develop and deliver communications that convey a clear understanding of unique customer needs.
2. cultivate strong customer relationships and deliver solutions.
3. develop talent - meet both career goals and organization objectives.
4. manage complexity - effectively solve problems despite complex information.
5. pursue growth and new challenges through development channels.
6. champion proactive health and safety behaviors by identifying, reporting, and participating in actions to improve workplace health and safety.
7. diagnostics application - translate customer complaints to develop troubleshooting plans; utilize guided work flows, procedures, specialized equipment, and diagnoses computer software to isolate failed components for successful repair; validate repair by duplicating complaint to ensure resolution; document results of troubleshooting in business systems for payment and tracking purposes.
8. electronic service tool application - identify hardware and software tools required for service events; utilize electronic tool sets for product maintenance and diagnosis; interpret electronic tool results or recommendations for next steps in service resolution.
9. product repair and maintenance - perform mechanical/electrical product repairs following guidelines, using required tools within standard repair time for quality repairs; disassemble and reassemble engines or power generators following guidelines for a clean environment; inspect and replace parts and components following reuse guidelines to minimize customer costs.
10. service documentation - capture customer, equipment, and technical information; utilize service tools to capture specific data; follow procedures and document required information in the service management system for accurate records.
11. technical escalation - obtain product technical issue information and utilize available resources; elevate issues to higher levels of expertise, balancing timeliness with investigation efforts; capture all troubleshooting steps in databases for seamless transitions and accurate responses.
12. value diversity - recognize the value different perspectives bring to an organization.