Field Service Engineering Specialist - Senior
Cummins · Beijing
Job Summary: Provides expert technical support to the Cummins Inc. Service Channel for complex service related issues.
Key Responsibilities
Leads the investigation of product or system problems, understands causal mechanisms, recommends appropriate action. Support failure analysis process on common failure modes (e.g. PIR, CCR, HTD, TSR).
Documents the results of diagnostic and repair actions in the appropriate database clearly and concisely. Knowledge Management by sharing acquired knowledge with other teams through Knowledge Management System (KMS), Quick Serve Online (QSOL) tickets, training, etc. Onsite Technical Expert resource support when required.
Provides technical input for policy discussion and decisions. Communicates to ensure territories are well informed and regularly scheduled meetings across team/functions/customer groups. Investigates complex emerging issues as well as product or process issues in the field and delivers robust technical solutions.
Assists in field action campaigns and Infant Care or Value Package Introduction (VPI) Programs when needed and when available. Puts safety in everything with the objective of injury free living. Improves capability across the board through coaching, mentoring and training Field Service Engineering in order to support our customers more efficiently.
Provides product and customer support in the field while being a liaison during escalations to Technical Territory Manager (TTM)/ Engineering for product improvements and fixes. Implements non-complex Step 3 improvements without approval. Implements complex Step 3 fixes after gaining appropriate approvals.
Applies and supports product problem solving processes such as the Seven-Step Problem Solving Approach. Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.
Provides expert technical support to the Cummins Inc. Service Channel for complex service related issues.