Technical Service Support Specialist - Senior
Location: Phoenix, Arizona
Posted: December 22, 2017
Reference ID: 170007H5
Cummins is a place big enough to coach and develop a global workforce and create the world's leading clean, engine technology. We're also small enough for you to find your fit and personal passion with a team of dependable, innovative thinkers who are developing their careers within a diverse, inclusive, empowering environment.
Learn more about this role and how you can begin Working Right .
Our Engine Business Unit delivers reliable, durable, high performing products to our global partners. Working in an innovative space, you'll develop high tech solutions that will fuel your advanced career skill set and empower you to own your career. Our integrated businesses demand the talents and creativity of individuals with a wide range of skills and experience.
This is an exciting opportunity in Avondale, Arizona for a Technical Service Support Specialist. Cummins USA is where you can work on industry leading engineering projects such as New Product Development, Value Package Introduction and Systems Product Validation.
Your impact will happen in these and other ways:
Virtual Technology Engineer will be interacting and communicating directly with the Cummins Field Service Engineering organization and vendors to develop, test, and implement innovative telepresence solutions to efficiently identify and solve complex technical issues by utilization of existing and new audio/video and virtual collaborative technologies. These technology solutions will enable agents and engineers to interact virtually with the field organization and customers by providing two way communication, live stream video feeds and electronic controllers interface without being onsite. The telepresence technologies will be targeted for use on Cummins engines, power generation and transmissions. Applications include, but are limited to over road trucks, marine vessels, power generation, mining, Ag, construction equipment and more. The position will include local travel to test, validate concepts and training.
The position will require project ongoing management, good communication skills and a passionate drive for delivering World Class Customer Support.
Maintain knowledge and technical understanding of current products and new products.
Promote Cummins Service capability and service programs to increase sales.
Skills and Experience Required:
Communication - Written And Verbal - Significant experience in written and verbal communication and should be capable of communicating effectively to all levels within and outside the company.
Diagnostics - Familiar with the basic elements of on-board diagnostics and their relevance. Knows when/if diagnostics should/could be applied; capable of applying it at the basic level.
Component Failure Analysis - Demonstrated capability to analyze engine and/or power generation equipment failures at the component level and to collect the relevant data to develop and support the analysis and conclusions. Demonstrated knowledge by conducting failure analysis on multiple systems and equipment.
Data Gathering And Analysis - Capable of selecting and performing the required measurements in a safe manner to determine data quality and to apply predefined applications to raw data sets.
Distribution/Service Network Knowledge - Demonstrated results in communicating and working with Distributor personnel to complete performance plan objectives which require integration with the global distribution network. Can serve as a trainer/mentor for this skill.
Field Investigation - Ability to conduct all aspects of a field investigation including; organizing the investigation with field organization and using service tools for diagnosis, analyzing data, and generating a field investigation report. Has completed multiple field investigations. Can train/mentor this skill.
Warranty/Policy Support - Has working knowledge of the warranty, extended coverage, and policy programs. Is able to evaluate a policy request and determine whether it qualifies or not. Has the capability to determine root cause of failure and assign accountability. Is able to communicate the decision in a diplomatic manner. Coaches/trains employees.
Intermediate level of relevant work experience required.
Required Education, Licenses or Certifications
College or technical trade school or equivalent degree, or equivalent experience, required. Computer Science degree preferred.
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