Accelera Service Engineering - VPI Customer Care Leader

Cummins

4.3

(41)

Troy, MI

Why you should apply for a job to Cummins:

  • 4.3/5 in overall job satisfaction
  • 4.8/5 in supportive management
  • 83% say women are treated fairly and equally to men
  • 85% would recommend this company to other women
  • 97% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Annual merit and profit sharing based on individual and company performance.
  • More than 150 employee resource groups (ERGs) worldwide provide opportunities for leadership training and professional development.
  • 55% of Cummins’ Executive Team, made up of leaders guiding company strategy, is made up of women.
  • #23000AI4

    Position summary

    tize product issues and to implement both short-term and long-term solutions.

    In this role, you will make an impact in the following ways:

    • Leads the investigation of complex or ambiguous product or system problems across functions or business units, understands causal mechanisms in technical detail, recommends appropriate action, and documents results.
    • Coordinates and directs work of technical project teams, up to and including direct management of small- to mid-sized teams.
    • Operates as the recognized multi-competency specialist or expert in service engineering across a site or global business unit with responsibility for developing local talent (direct or indirect).
    • Prioritizes work initiatives to balance resources.
    • Anticipates potential product or process issues in the field and delivers robust technical solutions.
    • Anticipates the needs of the service channel and works with the distribution business to enable end-customer solutions.
    • Enhances customer value by improving total cost of ownership through the use of data analytics.
    • Leads consensus with technical experts to make proactive engineering decisions, in the area of failure analysis and data trends, to implement final product resolutions to improve customer uptime.
    • Manages and coach others on large-scale development or issue resolution projects.
    • Provides problem resolution leadership for complex systems with a high degree of ambiguity and often global business impact.
    • Leads the development and improvement of work processes and systems across function(s) within a global business unit or managing improvement across business units.
    • Coordinates and directs work of technical project teams, up to and including direct management of small to mid-sized teams.
    • Operates as the recognized multi-competency specialist or expert in a discipline or product area across a site or global business unit with responsibility for developing local talent (direct or indirect).
    • Coaches and mentor other engineers, project managers and cross-functional team members.
    • May also include academic or industry collaboration in a competency or discipline area.

    Qualifications

    Skills

    Field Investigation and Support - Gathers and communicates technical information, both internally and externally, between technical problem solvers and the service channel about product or process related issues by using proven problem-solving techniques so that issues get resolved quickly and to customers' satisfaction.

    Technical Service Information - Creates the information necessary for the service channel to efficiently and effectively troubleshoot and repair product to maximize customer uptime.

    Product Serviceability Requirements and Review - Structures and publishes procedures that technicians follow to safely repair and maintain products, whilst ensuring repairable components are accessible.

    Product Problem Solving - Solves product problems using a process that protects the customer; determines the assignable cause; implements robust, data-based solutions; and identifies the systemic root causes and recommended actions to prevent problem reoccurrence.

    Systems Thinking - Defines the system of interest by drawing the boundaries, identifying its context within its environment, its interfaces, and that it has a lifecycle to aid in planning the problem statement, scope and deliverables ; analyzes linkages and interactions between elements that comprise the system of interest by using appropriate methods, models and integration of outcomes to understand the system, predict its behavior and devise modifications to it in order to produce the desired effects.

    Decision quality - Making good and timely decisions that keep the organization moving forward.

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

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

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

    Cultivates innovation - Creating new and better ways for the organization to be successful.

    Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

    Manages ambiguity - Operating effectively, even when things are not certain or the way forward is not clear.

    Education, Licenses, Certifications

    College, university, or equivalent bachelor's degree in engineering or other relevant technical disciplines is required.

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

    Experience

    Prior Technical Specialist/Specialist Engineering equivalent work experience in a relevant discipline area is required with a demonstrated track record of technical problem solving, quality decision making and providing technical direction and leadership to a project team(s).

    Knowledge of MS Office tools is preferred.

    The Accelera Business Unit (formerly New Power Business Unit) is a fast-paced organization filled with opportunity. Looking for an organized and energetic individual to perform the role of Customer Care Leader for a new line of VPI programs that has been formed related to the acquisition of the Meritor product portfolio. The responsibilities of this role include managing all aspects of Customer Care VPI Parts Information, Tools, Training, and Information (PITTI) deliverables including sub function deliverables that are not directly reporting to Service Engineering or even to Accel-era. Some examples of these sub functions are Electronic and Mechanical Service Tools, Training, Reman, Warranty, etc. This individual will also be responsible for organizing and delivering functional M review materials and developing infant care plans for the product launch.

    Previous experience in VPI programs / processes are strongly preferred.

    Interest in Electrification (vehicles and off highway equipment) is also preferred.

    This individual must be open to ambiguity and change as this business has very short VPI cycles and requirements that change much more rapidly than traditional programs in EBU or PSBU.

    Depending on the career interests and capabilities of the candidate, this role will lead a small team (1-3) of Service Engineers.

    This position is based in Troy, MI.

    Job ENGINEERING

    Primary Location United States-Michigan-Rochester Hills-US, MI, Troy, 2135 West Maple Road

    Job Type Experienced - Exempt / Office

    Recruitment Job Type Exempt - Experienced

    Job Posting Dec 1, 2023, 2:37:52 PM

    Unposting Date Ongoing

    Organization Accelera Business

    Role Category Hybrid - Potential for Partial Remote

    Relocation Package Eligible

    Req ID: 23000AI4

    Why you should apply for a job to Cummins:

  • 4.3/5 in overall job satisfaction
  • 4.8/5 in supportive management
  • 83% say women are treated fairly and equally to men
  • 85% would recommend this company to other women
  • 97% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Annual merit and profit sharing based on individual and company performance.
  • More than 150 employee resource groups (ERGs) worldwide provide opportunities for leadership training and professional development.
  • 55% of Cummins’ Executive Team, made up of leaders guiding company strategy, is made up of women.