Job Description

DESCRIPTION/RESPONSIBILITIES:
This dual product/customer focused position acts as technical liaison between the Cummins field service organization and the Engineering, Quality, & Manufacturing organizations to proactively identify, define, and prioritize product issues and to implement both short-term and long-term solutions.”
Investigates product or system problems, understands causal mechanisms, recommends appropriate action, and documents results with guidance from more experienced team members.

• Applies and supports product problem solving processes such as the seven-step problem solving approach and tools such as the product development roadmap to enable high-quality repair events.
• Prepares the service channel for efficient service events, confirming that parts and special tools are available, service information (including diagnostics) is accurate and translated, and special care is ready for customers of new products.
• Collaborates with technical experts in the area of failure analysis and data trends to implement final product resolutions to reduce customer downtime.
Manages large-scale development or issue resolution projects.
• Owns problem resolution for moderately complex components, products, systems, subsystems or services with a greater degree of technical complexity and ambiguity over the entry level engineer level and with greater accountability to the project team.
• Provides independent execution of established work processes and systems, while still developing technology or product knowledge; engages with the improvement of systems and processes.
• Involves minimal direct management of people, but could involve the coordination and direction of work amongst technicians and/or temporary student employees.
• Contributes effectively toward team goals, exhibits influence within a work group and continues to develop proficiency in the competency areas critical to success in the role.

REQUIRED SKILLS:
Skills
• 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.
• Technical Service Information – Creates the information necessary for the service channel to efficiently and effectively troubleshoot and repair product to maximize customer uptime.
• Product Serviceability Requirements and Review – Structures and publishes procedures that technicians follow to safely repair and maintain products, whilst ensuring repairable components are accessible.
• 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 practices to effectively and efficiently improve the reliability of the product.
• Product Failure Mode Avoidance – Mitigates potential product failure modes, by identifying interfaces, functions, functional requirements, interactions, control factors, noise factors, and prioritized potential failure modes and potential failure causes for the system of interest to effectively and efficiently improve the reliability of Cummins’ products.
• Product Problem Solving – Solves product problems using a process that protects the customer; determines the assignable cause; implements robust, data-based solutions; and identifies the systemic root causes and recommended actions to prevent problem reoccurrence.
• Technical Customer Management – Represents Cummins to our customers by being the interface for all technical aspects; provides engineering data, documentation and training to customers to support the design and integration of equipment; ensures that the customer’s business is not interrupted by managing Cummins’ product changes through the use of our change processes and regular communications with Product Development and the customer.
• Decision quality – Making good and timely decisions that keep the organization moving forward.
• Drives results – Consistently achieving results, even under tough circumstances.
• Diagnostics Development – Identifies internal, external, and regulatory design requirements for needed diagnostics; creates diagnostic procedures following standard process and tools that meet or exceed design requirements; develops and executes test plans to validate the diagnostic; publishes diagnostic procedures following required process.
• 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.
• Self-development – Actively seeking new ways to grow and be challenged using both formal and informal development channels.

Education, Licenses, Certifications
• College, university, or equivalent Bachelor’s degree in Engineering or other relevant technical disciplines is required.
• This position may require licensing for compliance with export controls or sanctions regulations.

Experience
• Prior entry level engineering equivalent work experience in a relevant discipline area is required. Knowledge of MS Office tools is preferred
• This role will be responsible to produce and own “content” of products various service manulas. To be successful, the employee in this role will need to work closely with the below three teams:
• Engineering team, to understand the product design,
• Field service engineers, to capture service procedures best pratcises,
• CMI Service Information team, to learn interacting with the new Cummins central publication tool and populate service information content in that system following its standards/guidelines.
• The successful candidate will be taking part in product design reviews and set up serviceability reviews to help bringing safer & more cost effective service practices into the product design.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time.

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