Engine Field Service Technician - Level II

Job Summary:

This position provides routine support to customers, including end-users, distributors, and/or dealers, seeking information through various mediums, under limited supervision .

Key Responsibilities:

• Document customer inquiry information within appropriate Cummins systems.
• Provide prompt assistance to customers through various media. Multi-Skill/Multi-channel support (Chat/Email/Phone).
• Resolves routine customer issues through a basic understanding of Cummins processes, systems and practices. L1 Support.
• Escalate non-routine issues, providing documentation through process.
• Understands new and existing Cummins processes, systems and practices.
• Contributes ideas and suggestions on how the existing processes can be made more customer centric or efficient.

Skills

• Building partnerships and working collaboratively with others to meet shared objectives.
• 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. Building strong customer relationships and delivering customer-centric solutions.
• Minimal relevant work experience required. 3 to 5 years (Should be willing to work in 24 x 7 Command Center operations including Night Shifts 9:00 PM to 7:00 AM and rotational of shift Morning 7:00 AM to 4:00 PM and Afternoon shift 12:00 PM to 9:00 PM).
• Previous customer service or support experience is preferred.
  

Experience:

• 3 to 5 years of customer service and/or field service experience.
• Basic field service experience with engines or related products.
• Intermediate knowledge of engine systems, components, and repair processes.

Job Description:

• Should have a prognostics approach towards Customer Assets operations and uptime , constantly monitoring live fault codes and should be capable to resolve select fault codes on call and or proactively escalating the issues to concerned dealership for immediate resolution.
• Providing immediate on call resolution to Customer and resolving issues on phone with Customer instead of getting reactive customer call.
• Create Case and assign Task to action owners for all Critical Fault codes and track the issues until resolution.
• Should release daily reports and analysis to action owners and stakeholders.
• This job also includes answering inbound Customer calls received on Toll-free number 1800 predominantly related to Customer Care / Contact Center where we receive calls related to Complaints, Enquiries, Information , routine requests i. e. Maintenance.
  • There are 4 touch points dedicated Toll-free, Email id , Chat , PCC (Power command cloud - monitoring Customer engines at a real-time and control of power systems.
• Document customer inquiry information within appropriate Cummins systems Provide prompt assistance to Customers through various media. Resolves routine Customer issues through a basic understanding of Cummins processes, systems and practices Escalates non-routine issues, providing documentation through process Contributes ideas and suggestions on how the existing processes can be made more Customer centric or efficient Learns existing and new Cummins processes, systems and practices.
• Closing the loop with Customer and updating in Sales Force system regularly.
• To provide information on nation-wide authorized dealership, parts depot and service support network.
• Follow up with field offices and process owners for resolution, collecting feedback and proof of closure, updating status in system, providing answer to Customer query and sales enquires and follow ups with concerned business units for the closure of issue to satisfy Customer requirements.
• To assist Customer for queries like correct part numbers, Engine Build Up Record, information on genuine spares & dispatch details of the parts etc. for All Cummins Products.
• Support dealership and field service team 24 X 7 as and when required.
• Training & Literature - To provide information on training program, published literature & cut models for Cummins engine, yearly training schedule etc.
• Customer Relation - To receive complaints and suggestions on improvement of product and services for continuous improvement.

Qualification and Competencies:

• B-com, Science Graduate, BE, Engineering Diploma.