Cummins Inc. Technical Support Manger技术支持经理 in Beijing, China
Technical Support Manger技术支持经理
Provides 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.
Supports counterparts in strengthening their relations in customer partnerships.
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.
Proposes 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 all technical aspects of the sale.
Prepares operating manuals, reference materials or training materials for customers and the sales force.
Six Sigma certification and involvement to improve customer operating costs and product reliability / durability.
Mentors and grows less experienced technical support specialists.
Focus On Customer Needs - Familiar with key Cummins customers. Knowledge would include business strategies, organizational structures, geographic footprints, financial results, internal processes, and primary needs for effective segmentation.
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 back to the requestor and handle any questions regarding the decision in a diplomatic manner. Coaches/trains User level employees.
Manage Customer Disagreements - Can coach others on managing customer disagreements or may be brought in to help resolve difficult situations.
Analytical - Able to organize and synthesize data to identify business opportunities. Able to analyze data and perform basic calculations (gross margin, net present value, discounting, price elasticity, breakeven).
Education, Licenses, Certifications
College, university, or equivalent degree in engineering or a related subject required.
Intermediate level of relevant work experience required.
Fluent Chinese and good English.
Primary Location China-Beijing-Beijing-China, Beijing, CUMMINS HQ
Job Type Experienced - Exempt / Office
Recruitment Job Type Exempt - Experienced
Job Posting Jun 18, 2018, 8:59:40 PM
Unposting Date Ongoing
Req ID: 180003FC