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Job Summary:

This entry level/early career professional, dual product/customer focused position acts as technical liaison between the Cummins field service organization and the Engineering, Quality, & Manufacturing organizations to proactively identify, define, and prioritize product issues and to implement both short-term and long-term solutions."

Key Responsibilities:

Investigates product or system problems, understands causal mechanisms, recommends appropriate action, and documents results with guidance from more experienced team members. Applies and supports product problem solving processes such as the seven-step problem solving approach and tools such as the product development roadmap to enable high-quality repair events. Prepares the service channel for efficient service events, confirming that parts and special tools are available, service information (including diagnostics) is accurate and translated, and special care is ready for customers of new products. Collaborates with technical experts in the area of failure analysis and data trends to implement final product resolutions to reduce customer downtime. Manages large-scale development or issue resolution projects. Owns problem resolution for moderately complex components, products, systems, subsystems or services with technical complexity and ambiguity increasing as experience is gained in the role. Provides independent execution of established work processes and systems, while still developing technology or product knowledge; engages with the improvement of systems and processes. Involves minimal direct management of people, but could involve the coordination and direction of work amongst technicians and/or temporary student employees. Contributes effectively toward team goals, exhibits influence within a work group and continues to develop proficiency in the competency areas critical to success in the role.

Competencies:

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.

Product Failure Mode Avoidance - Mitigates potential product failure modes, by identifying interfaces, functions, functional requirements, interactions, control factors, noise factors, and prioritized potential failure modes and potential failure causes for the system of interest to effectively and efficiently improve the reliability of Cummins' products.

Product Failure Reporting and Corrective/Preventive Action Systems - Defines and leads a process to record, prioritize, and resolve product failures using cross-functional reviews, rigorous problem solving methods, failed parts transfer processes, data management tools, and project management practices to effectively and efficiently improve the reliability of the product.

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.

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

Technical Customer Management - Represents Cummins to our customers by being the interface for all technical aspects; provides engineering data, documentation and training to customers to support the design and integration of equipment; ensures that the customer's business is not interrupted by managing Cummins' product changes through the use of our change processes and regular communications with Product Development and the customer.

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

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.

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

Drives results - Consistently achieving results, even under tough circumstances.

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

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

Cross-Functional Design Integration - Translates the value package requirements that include the voices of many stakeholders into virtual designs, and communicates the capability of the design through an approved cross-functional design review.

Product Development Execution, Monitoring and Control - Plans, schedules, coordinates and executes the activities involved in developing a product to a respectively aligned hierarchy of requirements and technical profiles; monitors and communicates across functional boundaries to meet project resource and quality expectations; ensures product capability meets or exceeds expectations and takes mitigating actions when project risks are higher than expected; understands the full product life cycle process and stakeholders.

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.

Education, Licenses, Certifications:

College, university, or equivalent Bachelor's degree in Engineering or appropriate STEM field is required.

Post-graduate (Master's) degree relevant to this discipline area may be required for select roles.

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

Experience:

Entry level/Early career professional. Preferred candidates would have relevant experience working in either a temporary student employment environment (intern, co-op, or other extracurricular team activities) or as an early career professional in a relevant technical discipline area. Knowledge of MS Office tools is also preferred

Serve as technical support resource providing diagnostic support on complex and hard to diagnose warranty and non-warranty repair events.

Formulate and direct complex repair plans.

Manage the escalation of more complex requests to the appropriate level of support.

Job Engineering

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Exempt - Entry Level

ReqID 2435161

Relocation Package No

100% On-Site No

About Cummins

At Cummins, we believe people should feel continuously challenged and engaged, making meaningful contributions and growing in their careers.

Size: 10,000+ employees
Industry: Industrial: Equipment Manufacturing

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