Technical Specialist

3 weeks ago

Mississauga, Canada Cummins Inc. Full time

**Technical Specialist - Cummins Care Level 3**

**Description**

Our culture believes in _POWERING YOUR POTENTIAL_. We provide global opportunities to develop your career, make your community a better place and work with today’s most innovative thinkers to solve the world’s toughest problems.

We believe in flexibility for you to explore your passions while making an impact through meaningful work within our inclusive workforce. That’s what _#LifeAtCummins_ is all about.

We are looking for a talented Technical Specialist - Cummins Care Level 3 to join our team.

**Technical Specialist - Cummins Care Level 3**:

- Provides expert technical support to the Cummins Inc. Service Channel for complex service related issues.
- Leads the investigation of product or system problems, understands causal mechanisms, recommends appropriate action. Support failure analysis process on common failure modes (e.g. PIR, CCR, HTD, TSR).
- Documents the results of diagnostic and repair actions in the appropriate database clearly and concisely.
- Knowledge Management by sharing acquired knowledge with other teams through Knowledge Management System (KMS), Quick Serve Online (QSOL) tickets, training, etc.
- Onsite Technical Expert resource support when required.
- Provides technical input for policy discussion and decisions.
- Communicates to ensure territories are well informed and regularly scheduled meetings across teaM/Functions/customer groups.
- Investigates complex emerging issues as well as product or process issues in the field and delivers robust technical solutions.
- Assists in field action campaigns and Infant Care or Value Package Introduction (VPI) Programs when needed and when available.
- Puts safety in everything with the objective of injury free living.
- Improves capability across the board through coaching, mentoring and training Field Service Engineering in order to support our customers more efficiently.
- Provides product and customer support in the field while being a liaison during escalations to Technical Territory Manager (TTM)/ Engineering for product improvements and fixes. Implements non-complex Step 3 improvements without approval. Implements complex Step 3
- fixes after gaining appropriate approvals.
- Applies and supports product problem solving processes such as the Seven-Step Problem Solving Approach.

**Qualifications**

**Skills**
- 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.
- 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.
- 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.
- 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.
- Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
- Customer focus - Building strong customer relationships and delivering customer-centric solutions.
- Being resilient - Rebounding from setbacks and adversity when facing difficult situations.
- Resourcefulness - Securing and deploying resources effectively and efficiently.
- Drives results - Consistently achieving results, even under tough circumstances.
- Field Investigation and Support - Gathers and communicates technical information, both internally and externally, between technical problem solvers and the service channel about product or process related issues by using proven problem-solving techniques so that issues get resolved quickly and to customers’ satisfaction.
- Product Failure Reporting and Corrective/Preventive Action Systems - Defines and leads a process to record, prioritize, and resolve product failures using cross-functional reviews, rigorous problem solving methods, failed parts transfer processes, data management tools, and project management

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