Cummins Sales & Service

DESCRIPTION

We are looking for a talented Field Service Engineering Specialist – Senior to join our team specializing in Service for Cummins Inc. in Nashville, TN.

In this role, you will make an impact in the following ways:

1. Problem Investigation : You'll lead investigations into product or system issues, identify root causes, and recommend effective solutions.

2. Failure Analysis : You'll support the analysis of common failure modes, documenting diagnostic and repair actions clearly in the appropriate database.

3. Knowledge Sharing : You'll enhance knowledge management by sharing insights with other teams through systems like KMS and QSOL, and through training sessions.

4. Effective Communication : You'll ensure territories are well-informed through regular meetings and updates, and provide robust technical solutions for complex issues.

5. Field Support : You'll offer product and customer support in the field, acting as a liaison during escalations to Technical Territory Managers or Engineering for improvements and fixes.

6. Step 3 Improvements : You'll implement non-complex Step 3 improvements independently, ensuring continuous product enhancement.

7. Complex Fixes : You'll manage complex Step 3 fixes after obtaining necessary approvals, contributing to significant product advancements.

8. Problem Solving : You'll apply and support structured problem-solving processes, such as the Seven-Step Problem Solving Approach, to address and resolve product issues effectively.

RESPONSIBILITIES

To be successful in this role you will need the following:

1. Strong Communication Skills : Effectively gather and share technical information internally and externally to ensure quick resolution of product or process issues.

2. Rigorous Problem-Solving Abilities : Lead the process of recording, prioritizing, and resolving product failures using cross-functional reviews and proven problem-solving techniques.

3. Customer Management Expertise : Represent the company to customers, providing engineering data, documentation, and training to support equipment design and integration, while managing product changes seamlessly.

4. Diagnostic Proficiency : Translate customer complaints into troubleshooting plans, using specialized tools and software to isolate and repair failed components, ensuring issues are resolved and documented accurately.

5. Meticulous Documentation Skills : Create and verify technical information, capture specific data using required service tools, and document all necessary information in the service management system for accurate record-keeping.

6. Effective Escalation Management : Obtain and utilize technical issue information, elevate issues to higher expertise levels when needed, and ensure all troubleshooting steps are documented for seamless transitions and timely resolution.

QUALIFICATIONS

Education, Licenses, Certifications:

• College, university, or equivalent degree in Engineering, or related field is highly preferred or relevant experience equivalent required.

• This position may require licensing for compliance with export controls or sanctions regulations.

Experience:

• Intermediate level of relevant work experience required. Prior experience in a technical role is preferred.

Additional Responsibilities:

• Directly interacts with the assigned customer to support rental equipment at customer location or at Cummins service centers to expedite repairs

• Works with the other TSM's to make sure that all customer's needs are responded to and taken care of as quickly as possible

• Interacts with engineering on areas of concern from known issues in the field to drive resolution and improvement

• Work with the assigned AE (Account Executive) for assigned customer account to drive preference for Cummins through outstanding aftermarket support

• Good inter-personal skills, able to do PowerPoints and share with customer in a teaching format

Job Service

Organization Cummins Inc.

Role Category Hybrid

Job Type Exempt - Experienced

Min Salary $

Max Salary $

ReqID 2415345

Relocation Package No

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 the right to work using E-Verify and 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. Visit http://EEOC.gov to know your rights on workplace discrimination.