Full-Time Technical Product Support Manager – 2000017Q
Job Description
Technology. Flexibility. Diversity. At the center of it all are the Digital Accelerator and Advanced Analytics teams at Cummins, working together as a high-energy startup within a Fortune 500 organization. At this Midwestern technology hub, today’s sharpest, most curious minds transform what-ifs into realities.
#LifeAtCummins is about POWERING YOUR POTENTIAL .You’ll have global opportunities to develop your career and make your community a better place – to break ground professionally and be your best personally.
About Digital Accelerator:
Cummins’ Digital Accelerator functions as our own tech startup, with strategic access to Fortune 150 resources and talents. Steering the innovation of new experiences for customers, Digital Accelerator is boldly transforming Cummins into a modern and agile technology company. Through the conception, build and launch of inspiring digital solutions, the unique hub of vision and creativity leverages open architecture, connectivity, big data, advanced analytics, internet-of-things, edge computing and more, to drive the company forward on its journey towards smart technologies.
This is an exciting opportunity in Indianapolis, IN for a Customer Product Support Manager.
Your impact will happen in these and other ways:
* Manages the technical support and training activities to support the sales of company products and services.
* Recommends product improvements to design staff in response to customer feedback.
* Supports counterparts in strengthening their relations in customer partnerships.
* Partners 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.
* Recommends 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 complex technical aspects of the sale.
* Coaches and motivates technical support staff; provides guidance and direction on problems and issues; delegates works assignments considering employee skills and development needs.
* Identifies department issues, problems, and opportunities to support continuous improvement initiatives.
* Six Sigma certification and involvement to improve customer operating costs and product reliability / durability.
Experience
* Significant level of relevant work experience and customer facing experience required.
* Technical Support manager for digital products with a direct focus on the generator and over-the-air programming products.
* Will own day to day operations, tracking and technical resolution of customer reported issues
* Coordinate joint resolution with external(dealer, distributors, telematics partners) and internal partners(Product team, software team, BU)
* Be the customer advocate for product development
* Account /customer experience preferred
* Own support strategy with the focus on improving customer support experience across all digital products
Skills:
* Ability to analyze data to find problem root-cause, anomalies etc.
* Ability to create process improvements to support scalability in delivering customer support
* Experience/willingness to learn technical details of current and future digital products
* Self motivated with a desire to work in a fast paced environment
* Ability to communicate in a timely manner with clear messaging based on the audience
Additional Skills:
Balances stakeholders – Anticipating and balancing the needs of multiple stakeholders.
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.
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.
Manages conflict – Handling conflict situations effectively, with a minimum of noise.
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.
Nimble learning – Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.
Data Analytics – Interprets information relying on knowledge of business or functional frameworks, and leverages analytical problem-solving tools to draw conclusions and communicate meaningful patterns that drive business insights; assesses quality of data as an initial step of the analysis.
Channel Awareness – Explains and contextualizes industry structure, dynamics, and path to market in order to advance organizational goals.
Customer Technical Problem Solving – Solves problems by leveraging industry standard and Cummins’ product specific methodologies to determine the assignable cause within appropriate time constraints
Intuitive Listening And Adapting Solutions – Translates needs, expectations, or asks from customers, stakeholders, etc. into actionable solutions through active listening and intuition; chooses or produces solutions (e.g. process change, tool, product, service, etc.) to meet or exceed the customers’ or stakeholders’ needs or expectations or to provide value.
Education, Licenses, Certifications
College, university, or equivalent degree in engineering or a related subject required.
Other Information:
Position could be filled and work remote from any US location.
Compensation and Benefits
Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage and a full complement of personal and professional benefits.
Cummins and E-verify
At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates right to work using E-Verify. Cummins will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.
Ready to think beyond your desk? Apply for this opportunity to start your career with Cummins today.careers.cummins.com
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How to Apply
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