Cummins Digital - Customer Support Manager

Description

• 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.

Qualifications

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

Experience

• Significant level of relevant work experience and customer facing experience required.
• This is a Customer Support Manager role for Cummins Digital Organization, that is responsible for EBU Acumen, and soon to be launched COSMOS devices, data ingestion of these devices (Public [J1939 & Fault Codes], eFPA, & EDL), along with internal applications such as Olympus and Single Engine Dashboard.
• This is a Hybrid role with expectations of periodic “in the office (COB)” needs. It will own the day to day operations, tracking and working through the resolution of issues, by coordinating with our external device supplier (Bosch) and other DA Product & Software teams to investigate, troubleshoot, & resolve issues related to cloud, digital applications, or device issues reported by external end customers, OEMs, and internal stakeholders.

Duties also include but not limited to:

• Supervises 1 Direct Report (CWK)
• Manages the Firmware Over the Air (FOTA) process for Acumen Devices
• Leads Ticket Management for respective Products
• Leads Investigation / troubleshooting legacy system & Infant Care releases & triage process for system defects, with Prod Support, Prod Mgt, Cummins CARE, PSBU Tech Team, IAM, or AAI to identify root cause & communication to Customers/Users for system outages.
• Lead Company Account, Asset, & User Registration for Acumen devices & applicable digital applications, as well as internal registration for the Olympus and SEDB products.
• Lead Daily Stand ups with Product Support to prioritize requests
• Supports the Acumen Current Product Support sessions which is a Xfunctional group consisting of DS&C, EBU quality & Service engineering, reviewing quality issues & resolution plans from the device to the cloud
• Supports Backlog Refinement meetings to provide details and status on issues and drives prioritization discussions of defects/escapes
• Support SAFE activities: Sprint Review/Demos, Inspect & Adapt, PI Planning for assigned Products.

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.

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.

Salary Range: ($97,600-$146,400)

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 May 9, 2023, 6:00:00 AM

Unposting Date Ongoing

Organization Corporate

Role Category Hybrid - Potential for Partial Remote

Req ID: 23000469