Cummins Inc. Technical Support Manager in Edmonton, Alberta

Technical Support Manager

Description

Cummins Sales and Service is currently seeking a Technical Support Manager to become part of the dynamic team at our Edmonton, AB branch ( we may consider candidates from other Western Canadian locations as well ).

Reporting to the General Sales Manager , you will proactively act on customer feedback and technically support both the On-Highway and Off-Highway teams by providing support directly to dealers, OEM’s and fleet owners.

Responsibilities :

  • Support the salesforce in strengthening their relations with their customer partnerships by acting as their technical support liaison

  • Align with sales team on business and service strategy and initiatives, which includes proactive customer calls and relationship building to leverage when issues do occur.

  • Ensure customer service excellence and guaranteed response times by actively engaging in support conversations and ensuring all issues are resolved in a timely and comprehensive manner with the affected end user.

  • Review frequently occurring and high impact support issues and build a process to ease the burden for those affected, this will require interaction with our Field Service Engineers.

  • Participates in complex technical aspects of a sale and post-sale technical support.

  • Actively listen to each customer with patience and courtesy while building customer relationships to earn their loyalty and trust.

  • Work directly with customers, at all levels on escalated issues, to manage the customer expectations and drive issues to resolution.

  • Report on status of customer situations, action plans, and customer specific deliverables to management.

  • Continuously analyze existing processes and practices looking for ways to improve team operations and customer support.

  • Provide customer support with the objective of mitigating executive complaints and reduce policy dollars spent.

Qualifications

  • Must be legally eligible to work for any employer in Canada without sponsorship.

  • 5 years of experience in an industry related technical support role.Ideally providing support for business customers.

  • Proven experience developing metrics to measure the effectiveness of technical support within an organization and act on those metrics to optimize performance.

  • Exceptional communications and coaching skills, both with customers and the teams you support.

  • This role is customer facing, will require significant travel across western Canada and will foster key relationships with internal departments in order to facilitate customer issues both pre and post-sale.

  • Red Seal Journeyman technician designation or a related equivalent with specific technical experience in the Heavy Duty Truck industry is an asset.

  • Strong technical support and customer service skills with the ability to coordinate multiple tasks and requests

Cummins Sales and Service – Western Canada is an exclusive distributor for Cummins Inc., the world’s largest independent manufacturer of diesel engines and a global leader in power generation technology. With 14 branches and over 700 employees across Western Canada, we are a growing company dedicated to providing our customers with solutions they can count on.

We offer competitive wages, a bonus program, benefits package, employer matched Pension Plan, and opportunities for development and career advancement. We are an equal opportunity employer dedicated to diversity in the workplace.

For more information, please visit www.salesandservice.cummins.com

We thank all applicants, but only those selected for further consideration will be contacted.

Keywords: Diesel / Mechanic / Heavy / Duty / Equipment / Train / Instruct

Job MARKETING

Primary Location Canada-Alberta-Edmonton-Canada, AB, Edmonton, Cummins Western Canada

Job Type Experienced - Exempt / Office

Recruitment Job Type Exempt - Experienced

Job Posting Feb 21, 2019, 12:24:23 PM

Unposting Date Ongoing

Req ID: 1800077A

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