Cummins Inc. Technical Support Manager 技术支持经理 in Beijing, China
Technical Support Manager 技术支持经理
Provides technical support and training to clients after the sale of the product; troubleshoots technical problems. May provide technical training to customer's staff. Recommends product improvements to design staff in response to customer feedback.
Supports counterparts in strengthening their relations in customer partnerships.
Works with sales force, customers, and potential customers regarding the resolution of technical or engineering issues that affect the sales, installation and utilization of the company's products.
Proposes changes in products and services that result in cost reductions and increased sales.
Provides sales force coaching focused on technical development.
Evaluates products and solutions based on customer requirements.
Participates in all technical aspects of the sale.
Prepares operating manuals, reference materials or training materials for customers and the sales force.
Six Sigma certification and involvement to improve customer operating costs and product reliability / durability.
Mentors and grows less experienced technical support specialists.
Communication - Written And Verbal - Significant experience in written and verbal communication and should be capable of communicating effectively to all levels within and outside the company.
Diagnostics - Familiar with the basic elements of on-board diagnostics and their relevance. Knows when/if diagnostics should/could be applied; capable of applying it at the basic level.
Component Failure Analysis - Demonstrated capability to analyze engine and/or power generation equipment failures at the component level and to collect the relevant data to develop and support the analysis and conclusions. Demonstrated knowledge by conducting failure analysis on multiple systems and equipment.
Data Gathering And Analysis - Capable of selecting and performing the required measurements in a safe manner to determine data quality and to apply predefined applications to raw data sets.
Distribution/Service Network Knowledge - Demonstrated results in communicating and working with Distributor personnel to complete performance plan objectives which require integration with the global distribution network. Can serve as a trainer/mentor for this skill.
Field Investigation - Ability to conduct all aspects of a field investigation including; organizing the investigation with field organization and using service tools for diagnosis, analyzing data, and generating a field investigation report. Has completed multiple field investigations. Can train/mentor this skill.
Warranty/Policy Support - Has working knowledge of the warranty, extended coverage, and policy programs. Is able to evaluate a policy request and determine whether it qualifies or not. Has the capability to determine root cause of failure and assign accountability. Is able to communicate the decision in a diplomatic manner. Coaches/trains employees.
Education, Licenses, Certifications
College or technical trade school or equivalent degree, or equivalent experience, required.
Intermediate level of relevant work experience required.
Primary Location China-Beijing-Beijing-China, Beijing, CUMMINS HQ
Job Type Experienced - Professional / Office
Recruitment Job Type Professional - Experienced
Job Posting Mar 12, 2018, 11:10:05 PM
Unposting Date Ongoing
Req ID: 180001LI