Executive Manager- Railways Customer Support

Cummins

4.3

(41)

Pune, India

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.
  • #24000109

    Position summary

    s.

    Mentors and coaches technicians in the region to improve capability.

    Qualifications

    Skills

    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.

    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.

    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.

    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.

    Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.

    Collaborates - 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 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.

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

    Resourcefulness - Securing and deploying resources effectively and efficiently.

    Tech savvy - Anticipating and adopting innovations in business-building digital and technology applications.

    Education, Licenses, Certifications

    Demonstrated role competence is required. College, university, or equivalent Bachelor's degree in relevant discipline is preferred

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

    Experience

    Intermediate level of relevant work experience required. Prior experience in a technical role is preferred.

    Mainline electric multiple unit O&M And AMC business handling

    MFI, Track Tamping Machine and FRM Equipment O&M handling

    Loram track Grinding Machine/ Equipment O&M handling.

    Loco Traction motors knowledge and O&M growth initiatives

    HLC Hotel Load converters O&M/ AMC handling

    Job SERVICE

    Primary Location India-Maharashtra-Pune-India, Pune, IOC Tower A

    Job Type Experienced - Exempt / Office

    Recruitment Job Type Exempt - Experienced

    Job Posting Apr 10, 2024, 1:55:44 AM

    Unposting Date Apr 24, 2024, 1:29:00 PM

    Organization Distribution Business

    Role Category Hybrid - Potential for Partial Remote

    Relocation Package Eligible

    Req ID: 24000109

    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.