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Cummins Inc. Digital Customer Support Manager in Columbus, Indiana

Digital Customer Support Manager

Description

Manages the technical support and training activities to support the sales of company products and services. Recommends product improvements to design staff in response to customer feedback.

Supports counterparts in strengthening their relations in customer partnerships.

Partners 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.

Recommends 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 complex technical aspects of the sale.

Coaches and motivates technical support staff; provides guidance and direction on problems and issues; delegates works assignments considering employee skills and development needs.

Identifies department issues, problems, and opportunities to support continuous improvement initiatives.

Six Sigma certification and involvement to improve customer operating costs and product reliability / durability.

Qualifications

Skills

Balances stakeholders - Anticipating and balancing the needs of multiple stakeholders.

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

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

Ensures accountability - Holding self and others accountable to meet commitments.

Builds networks - Effectively building formal and informal relationship networks inside and outside the organization.

Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

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

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

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

Nimble learning - Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.

Data Analytics - Interprets information relying on knowledge of business or functional frameworks, and leverages analytical problem-solving tools to draw conclusions and communicate meaningful patterns that drive business insights; assesses quality of data as an initial step of the analysis.

Channel Awareness - Explains and contextualizes industry structure, dynamics, and path to market in order to advance organizational goals.

Customer Technical Problem Solving - Solves problems by leveraging industry standard and Cummins' product specific methodologies to determine the assignable cause within appropriate time constraints

Intuitive Listening And Adapting Solutions - Translates needs, expectations, or asks from customers, stakeholders, etc. into actionable solutions through active listening and intuition; chooses or produces solutions (e.g. process change, tool, product, service, etc.) to meet or exceed the customers’ or stakeholders’ needs or expectations or to provide value.

Education, Licenses, Certifications

College, university, or equivalent degree in engineering or a related subject required.

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

Experience

Significant level of relevant work experience and customer facing experience required.

This role leads / manages the Customer Support responsibilities for EBU Digital Products (PrevenTech &OptiTech), where you the liaison between our Customers / Users of the digital products & our integration partners (Telematics Service Providers [TSPs], and OEMS) to other Cummins Digital groups such as Product Management, & Software Engineering teams, to address issues found in production and drive the efforts to resolve. Responsibilities include:

  1. Supervises 2 Direct Reports (Exempt & CWK) with future growth anticipated.

  2. Leads Ticket Management for respective Products

  3. Leads Investigation / troubleshooting legacy system & Infant Care releases with cross functional teams

  4. Leads Triage process for escapes / defects & enhancements, with Product Management, & Software Engineering to review issue, root cause, and assign priority

  5. Lead Daily Stand-ups with Product Support to prioritize requests

  6. Lead the Customer & User registration, and Asset management process (Onboarding)

  7. Supports Weekly OEM Integration discussions with CDO Solution Delivery Team, Product Management & OEMs such as Navistar and Paccar

  8. Supports Weekly TSP issue resolution discussions with key Telematics Service Providers (TSPs)

  9. Supports EBU Product Management Core Team, Backlog Refinement, & other key meetings, providing details and status on issues, drives prioritization discussions of defects, engages in pre & post release activities, & etc

  10. Support SAFE activities: Sprint Review/Demos, Inspect & Adapt, PI Planning for assigned Products

Job MARKETING

Primary Location United States-Indiana-Columbus-US, IN, Columbus, Corporate Office Building

Job Type Experienced - Exempt / Office

Recruitment Job Type Exempt - Experienced

Job Posting Feb 21, 2023, 11:30:00 AM

Unposting Date Ongoing

Organization Corporate

Req ID: 230001GL

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