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Cummins Inc. Regional Service Technician区域服务技师 in Guangzhou, China

Regional Service Technician区域服务技师

Description

  • Serves as first point of contact with customer to promote quality customer service and assist with increasing business within the branch location

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

  • Assesses customers needs and gathers pertinent information

  • Creates basic work orders in appropriate systems

  • Provides some status updates to customers, as requested

  • 在分公司所在地,作为客户第一联系人,以提高客户的服务质量,协助促进业务增长

  • 通过电话或在分公司作为客户第一联系人,发展与主要客户的良好关系。

  • 评估客户需要,收集相关资料

  • 在相关系统中创建基本工作单

  • 根据需要为客户提供一些状态更新

Qualifications

Skills

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.

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.

Education, Licenses, Certifications

High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.

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

Experience

Requires significant relevant work experience or specialized skills obtained through education, training or on-the-job experience.

技能

有效沟通 - 发展和实现多模式沟通,清晰了解不同受众的特定需求。

管理冲突 - 有效处理冲突情况,不至于造成太大的干扰。

以顾客为中心 - 建立稳固的顾客关系,提供以顾客为中心的解决方案。

指导工作 - 提供方向,授权他人,排除障碍,保证工作完成。

财务敏感 - 解读关键财务指标,并利用对它们的理解做出更好的业务决策。

建立信任 - 做到诚实、正直和真实,赢得他人的信任和信赖。

诊断学应用 - 转化客户投诉以制定故障排除计划;遵循指导工作流程、程序、专用设备(如机械和电子维修工具)排除故障,并诊断计算机软件以隔离故障组件,从而实现成功维修;通过重复投诉确认维修并确保问题得到解决;记录业务系统故障排除的结果,以沟通为付款和历史追踪所做的事情。

保修流程 - 使用康明斯公布的服务信息分析客户问题以确认失败的根本原因和相关的累进损失;解释保修管理手册以确定保修范围和索赔要求的资格;识别与符合保修规定的维修相关的项目,并与利益相关方进行沟通;在合适的系统中使用合适的文件和要求提交索赔以获得准确的结算。

技术升级 - 获取产品技术问题信息并利用可用资源,包括数据管理工具;将问题上报给技术水平更高的人员,平衡客户反应的及时性与调查工作;在合适的数据库中记录所有故障排除步骤,以确保无缝过渡并及时准确地响应票证解决方案。

服务文档 - 创建并验证客户、设备和技术信息;使用必要的服务工具捕获特定数据;遵循程序并在服务管理系统中记录所需的信息,以便准确记录完成的工作。

电子服务工具应用 - 识别服务事件所需的可用硬件和软件工具套件;利用合适的电子工具组合来维护产品或诊断并排除故障;解释电子工具结果或提供建议以确定服务解决方案的后续步骤。

教育,资格,认证

高中毕业证书或中等教育毕业证书或同等经验,只要这些经验符合适用法规。

该职位可能需要获得有关遵守出口管制或制裁法规的许可证。

经验

需要通过教育、培训或在职经历获得重要的相关工作经验或专业技能。

Job SERVICE

Primary Location China-Guangdong-Guangzhou (Canton)-China, Guangzhou, Regional Distribution Center

Job Type Experienced - Exempt / Office

Recruitment Job Type Office

Job Posting May 11, 2022, 10:12:03 PM

Unposting Date Ongoing

Organization Cummins Emission Solutions

Req ID: 220002SK

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