Cummins Inc. Technical Service Support Specialist (Off-Site) in Mississauga, Ontario
Technical Service Support Specialist (Off-Site)
We are looking for a talented Technical Service Support Specialist to join our team specializing in our #NewPower Business.
Required - Candidate must be based in Montreal, Quebec City, or Becancour
In this role, you will make an impact in the following ways:
Provide technical support for less complex service related issues.
Serve as technical support resource providing diagnostic support on less complex warranty and non-warranty repair events.
Formulate and direct less complex repair plans.
Document the results of diagnostic and repair actions in the appropriate database clearly and concisely.
Manage the escalation of complex requests to the appropriate level of support.
Assists with diagnostic support and escalation process improvement activities.
Maintain knowledge and technical understanding of current products and new products.
Promote Cummins Service capability and service programs to increase sales.
To be successful in this role you will need the following:
Required to be comfortable with 40% travel
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.
Education, Licenses, Certifications
. College, university, or equivalent Bachelor's degree in Eletrical and or Engineering
This position may require licensing for compliance with export controls or sanctions regulations.
Intermediate level of relevant work experience required. Prior experience in a technical role is preferred.
Has Applied diagnostics principles and practices to troubleshoot,calibrate, maintain and repair electro-mechanical equipment.
Ability to engage with customers in a courteous and professional manner.
Strong Customer service, negotiations, interpersonal, conflictmanagement skills.
Tech savvy - Anticipating and adopting innovations in business-building digital and technology applications.
At Cummins, we are committed to the principles of diversity and employment equity under the Employment Equity Act, and we strive to ensure that our workforce reflects the diverse nature of Canadian society
Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.
The successful candidate will go through pre-employment background check process consists of a Criminal Background Check which includes a criminal background check as well as an education and work experience check. Specific Tickets / Licenses are checked as required, and Drivers Abstracts are required for any position where driving is part of the job.
Primary Location Canada-Ontario-Mississauga-Canada, ON, Mississauga, Hydrogenics Superior
Job Type Experienced - Exempt / Office
Recruitment Job Type Exempt - Experienced
Job Posting Oct 27, 2022, 9:23:32 AM
Unposting Date Ongoing
Organization New Power Business
Req ID: 22000737