Repower Program: Cummins Digital - Customer Support Specialist

RePower Program: Cummins Digital - Customer Support Specialist

Description

At Cummins, we recognize the decision to come back into your desired career after an extended career break can be intimidating. We value your diverse background, education, and experience and believe that we can help with Powering Your Potential as you make the return.

RePower, our return-to-work program, is designed specifically for candidates like you: people who have over five years of professional work experience and an employment gap of at least two years for a variety of reasons and are now ready to return to the workforce. The program is designed to support you as you re-engage those skills through fulfilling work assignments. Mentoring, training, development, and helping you to achieve your professional goals is the leading factor in each cohort. The role is a six-month paid and benefitted opportunity which is aimed at providing you with the necessary extensive internal resources to support your return to paid work. During your time with us, you will be provided with an opportunity to use your specialist skills, expertise, interests, and abilities on meaningful projects. Following the six months, successful participants may be eligible for full time employment opportunities. We are excited to get to know you and learn more about what powers you.

For Program Overview visit: https://www.cummins.com/sites/default/files/2023-02/2023-repower-flyer-us.pdf

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Job Summary:

This role will provide technical support and training to clients after the sale of the product; troubleshoots technical problems. May provide technical training to customer's staff. Recommends product improvements to design staff in response to customer feedback as a Customer Support Specialist.

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

• Works 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.
• Six Sigma certification and involvement to improve customer operating costs and product reliability / durability.
• Provides sales force coaching focused on technical development.
• Evaluates products and solutions based on customer requirements.
• Mentors and grows less experienced technical support specialists.
• Participates in all technical aspects of the sale.
• Supports counterparts in strengthening their relations in customer partnerships.
• Proposes changes in products and services that result in cost reductions and increased sales.
• Prepares operating manuals, reference materials or training materials for customers and the sales force.

Qualifications

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

Skills

• Being resilient - Rebounding from setbacks and adversity when facing difficult situations.
• Builds networks - Effectively building formal and informal relationship networks inside and outside the organization.
• Nimble learning - Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.
• Ensures accountability - Holding self and others accountable to meet commitments.
• Customer focus - Building strong customer relationships and delivering customer-centric solutions.
• Data Analytics - Discovers, interprets and communicates qualitative and quantitative data; determines conclusions relying on knowledge of business or functional frameworks; simultaneously applies statistics, data validity, data visualization, and problem-solving approaches to effectively extract meaningful patterns and business insights; presents conclusions and outcomes that enable data driven business decisions.
• Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Customer Technical Problem Solving - Solves problems by leveraging industry standard and Cummins' product specific methodologies to determine the assignable cause within appropriate time constraints.
• Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Education, Licenses, Certifications

• This position may require licensing for compliance with export controls or sanctions regulations.
• College, university, or equivalent degree in engineering or a related subject required.

Experience

Responsibilities for this position will include the following:

• Intermediate level of relevant work experience required.
• This position will work with customers, sales team members, and other internal stakeholders regarding the resolution of technical or engineering issues that affect Cummins Digital products, propose changes in products and services that result in cost reductions and increased sales, and prepare reference materials or training materials for customers and the sales force.
• This position will support the day-to-day operations within the Customer Support group by triaging and prioritizing incoming defects, tracking and facilitating technical resolution, and coordinating between our users and our Digital Product Support, Software Development and Product Management teams to investigate, troubleshoot, and resolve issues related to cloud, digital applications, or device issues.
• This position will manage Firmware Over the Air updates, including deploying new campaigns, working with suppliers to troubleshoot issues, creating metrics and enhancements.
• This position will also require being the customer advocate for quick and quality resolution, providing input and testing on product development and/or enhancements, managing the process for customer, equipment, and device registration, and supporting counterparts in strengthening their relationships with customer partnerships.

Compensation and Benefits

Compensation for this role is $7,500/month (subject to applicable withholdings), plus benefits such as health and wellness while in the returnship program. Please note that the salary range provided is a good faith estimate on the applicable range. The final salary offer will be determined after considering relevant factors, including a candidate’s qualifications and experience, where appropriate. 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.

Job MARKETING

Primary Location United States-Indiana-Columbus-US, IN, Columbus, Corporate Office Building

Job Type Experienced - Exempt / Office

Recruitment Job Type Exempt - Experienced

Job Posting Mar 13, 2023, 12:54:18 PM

Unposting Date Ongoing

Organization Corporate

Role Category Hybrid - Potential for Partial Remote

Req ID: 230002LP