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Cummins Inc. Technical Service Support Specialist in Quebec City, Quebec

Technical Service Support Specialist


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.

Education, Licenses, Certifications:

College, university, or equivalent Bachelor's degree in Electrical and or Engineering

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

Experience Required:

  • 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.

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

  • Basic understanding of electrical, chemical pneumatic and hydraulic schematics.

  • Problem solving skills and attention to detail with technical proficiency is required.

  • Possess a relevant educational background or experience in installation, commissioning, service and maintenance of complex machines or plants.

  • Ability to read and understand drawings and schematics.

  • Intermediate to sophisticated level skills in software associated with Microsoft programs and other related business programs/ ERP systems.

  • Strong Customer service, negotiations, interpersonal, conflict management skills.

Asset Technical Skills:

  • Knowledge of mechatronic, and or electrochemical systems.

  • Knowledge in the remote operation and monitoring of complex systems.

  • Knowledgeable in the operation of instrumentation, sensors and other electro-mechanical components and controls.

  • Demonstrated ability working with CNC, PLC controls.

  • Relevant technical training as an as an electrician or mechatronics technician.

  • Experience working with flammable gases and high pressures.

  • Experience with service work in the oil and gas industry, or the like, where there are high demands on security.

  • Experience working within established service procedures, instructions, bill of materials and norms.

  • Familiar with use of hand tools as well as basic use of electronic diagnostic equipment.

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-Quebec-Quebec City

Job Type Experienced - Exempt / Office

Recruitment Job Type Exempt - Experienced

Job Posting Jan 20, 2023, 1:03:21 PM

Unposting Date Ongoing

Organization New Power Business

Req ID: 22000737