Engine Field Service Technician - Level II

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.
• 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.

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.

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

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

Develops talent - Developing people to meet both their career goals and the organization s goals.

Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.

Health and Safety Fundamentals - Champions and models proactive health and safety behaviors by identifying, reporting and participating in actions to improve health and safety in order to build an interdependent culture and contribute to an injury-free workplace.

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.

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.

Engine Systems Interactions - Interprets and analyzes the interactions of internal and external electrical and mechanical systems (exhaust, heating, cooling, fuel systems, driveline, aftertreatment, controls, sensors, etc. ) by applying tools, service publications (Cummins, Original Equipment Manufacturer) and taking measurements to efficiently and correctly diagnose and repair.

Product Repair and Maintenance - Repairs and maintains mechanical/electrical products following guidelines, using required tools within standard repair time to ensure a quality repair; disassembles and assembles engines or power generators following guidelines, using required tools to ensure a clean and organized environment; inspects and replaces parts and components following re-use guidelines to minimize customers cost of ownership; performs progressive damage check following guidelines to restore to pre-failure condition.

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.

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.

Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

Education, Licenses, Certifications:
Apprentice Trained Engine Technician (Preferred)
Vocational diploma from relevant technical institution
B-com, Science Graduate , BE , Engineering Diploma.

Experience:
3 to 5 years - Customer service experience

Basic level field service work experience
Intermediate level knowledge of and/or experience with engine products