Cummins China Jobs

Job Information

Cummins Inc. Senior Service Technician 高级服务技师 in Beijing, China

Senior Service Technician 高级服务技师

Description

  • Serves as primary customer contact to promote quality customer service and increase business within the branch location.

  • Serves as the primary point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.

  • Analyze customers needs, gathers pertinent information, and opens work orders; provides quotes, develops claims, prepares repair plans, schedules work, and provides status updated to customers on repair work

  • Creates complex work orders including, diagnostic plans, quotes and repair plans by determining the length of repair based on parts and labor availability; reviews plans with the Service Supervisor/Team Lead prior to customer contact.

  • Works with the Service Supervisor and/or Team Lead to schedule job assignments

  • Develops positive relationships with key customers; resolves customer concerns regarding Cummins' or distributor warranties; explain charges to customers

  • Monitors key performance metrics for the workshop, including labor productivity and customer satisfaction

Qualifications

  • Skills

  • Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.

  • Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using Cummins published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.

  • Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.

  • Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.

  • Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.

  • Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

  • Manages conflict - Handling conflict situations effectively, with a minimum of noise.

  • Customer focus - Building strong customer relationships and delivering customer-centric solutions.

  • Directs work - Providing direction, delegating, and removing obstacles to get work done.

  • Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.

  • Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.

  • Education, Licenses, Certifications

  • Technical trade school/ vocational diploma or certification or equivalent experience required.

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

  • Experience

  • Requires significant and/or in-depth knowledge obtained through specialized training.

Job SERVICE

Primary Location China-Beijing-Beijing-China, Beijing, CUMMINS HQ

Job Type Experienced - Exempt / Office

Recruitment Job Type Office

Job Posting Sep 9, 2021, 8:18:56 PM

Unposting Date Ongoing

Req ID: 2100061P

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