Job Description

DESCRIPTION/RESPONSIBILITIES:
Eaton Cummins Automated Transmission Technologies is a joint venture between Eaton and Cummins, Inc. producing industry-leading medium- and heavy-duty automated transmission products to OEM customers around the globe. Our business thrives with talent from diverse skillsets and backgrounds. Grow your career by joining this exceptional collaboration opportunity that embraces innovative thinking, compelling creativity, and customer-focus.

We are looking for a talented Technical Service Support Manager to join our team in Galesburg, MI.

In this role, you will make an impact in the following ways:
• Manages the operations of the technical support team. Handles more complex escalated and unresolved support issues.
• Manages a team of technical support specialists and/or Supervisors. Resolves more complex business problems for those on the team.
• Provides employees timely and constructive performance feedback; develops employees and provides opportunities that enhance employee career growth.
• Leads continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals.
• Develops and monitors operations including policies and procedures, budget, operating structure, and work flow.
• Ensures the volume of work produced meets company standards and ensures customer satisfaction.
• Identifies trends and initiates changes/improvements necessary to achieve goals and objectives while ensuring customer needs are met without interruption to service levels.
• Resolves escalation of more complex issues.
• Engages with the distribution channel and cross functionally to build collaborative relations.
• Mentors and coaches technicians in the region to improve capability.

REQUIRED SKILLS:
To be successful in this role you will need the following:
• Service Capability, Capacity and Coverage – Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.
• Ensures accountability – Holding self and others accountable to meet commitments.
• 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.
• Manages conflict – Handling conflict situations effectively, with a minimum of noise.
• Customer focus – Building strong customer relationships and delivering customer-centric solutions.
• Develops talent – Developing people to meet both their career goals and the organization’s goals.
• Cultivates innovation – Creating new and better ways for the organization to be successful.
• Situational adaptability – Adapting approach and demeanor in real time to match the shifting demands of different situations.
• Balances stakeholders – Anticipating and balancing the needs of multiple stakeholders.
• Strategic mindset – Seeing ahead to future possibilities and translating them into breakthrough strategies.

Education, Licenses, Certifications
College or technical trade school or equivalent degree, or equivalent experience, required.
This position may require licensing for compliance with export controls or sanctions regulations.

Experience
7 + years of relevant work experience, including supervisory experience, required.

E-verify
At the Eaton Cummins Joint Venture, 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.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: Not Disclosed.

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