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Service Engineering Product Specialist – Channel Readiness

Our culture believes in POWERING YOUR POTENTIAL . We provide global opportunities to develop your career, make your community a better place and work with today’s most innovative thinkers to solve the world’s toughest problems.

We believe in flexibility for you to explore your passions while making an impact through meaningful work within our inclusive workforce. That’s what #LifeAtCummins is all about.

We are looking for a talented Service Engineering Product Specialist – Channel Readiness to join our team in Tokyo, Japan.

This will be following a hybrid work model.

In this role, you will make an impact in the following ways:

Description

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

l Leads the investigation of product or system problems, understands causal mechanisms, recommends appropriate action, and documents results.

l 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.

l Anticipates potential product or process issues in the field and delivers robust technical solutions.

l 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.

l Leads consensus with technical experts to make proactive engineering decisions, in the area of failure analysis and data trends, to implement final product resolutions to reduce customer downtime.

l Manages and coaches others on large-scale development or issue resolution projects.

l Provides independent leadership of smaller business impact projects or ownership of complex components, products, systems or services with greater elements of ambiguity over the senior or lead engineer level and with full accountability to the project team.

l Delivers independent execution of established and emerging work processes and systems, while still developing technology or product knowledge.

l Leads the development and improvement of work processes and systems across a functional discipline area within a business unit site.

l Coordinates and directs work amongst technicians and temporary student employees, assists in the transfer of knowledge to lesser experienced engineers through either indirect (scope of influence) or direct management of a small, local group of engineers.

l Provides support and guidance to influence technical direction within a project team and continues to develop proficiency in the competency areas critical to success in the role.

l Operates as a recognized specialist in a discipline or product area within the immediate team.

QUALIFICATIONS

To be successful in this role you will need the following:

l 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.

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

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

l 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.

l 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.

l Diagnostics Development - Identifies internal, external, and regulatory design requirements for needed diagnostics; creates diagnostic procedures following standard process and tools that meet or exceed design requirements; develops and executes test plans to validate the diagnostic; publishes diagnostic procedures following required process.

l 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.

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

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

l Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

l Builds networks - Effectively building formal and informal relationship networks inside and outside the organization.

l Resourcefulness - Securing and deploying resources effectively and efficiently.

l Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Preferred Qualifications

l College, university, or equivalent Bachelor's degree in Engineering or other relevant technical disciplines is required.

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

l Prior Senior or Lead Engineer equivalent work experience in a relevant discipline area is required with a demonstrated track record of technical problem solving and quality decision making. Knowledge of MS Office tools is preferred.

l This role is focused on providing all the Service Engineering Product Specialist tasks, as detailed above, to the Cummins Components Business Unit (CBU) products that are operating in the Japan and surrounding regions. eg Singapore, Malaysia, Thailand etc . These CBU parts maybe used on Cummins powered or non-Cummins powered machines.

l The candidate must have sound engineering and service knowledge of CBU products including Turbochargers and Aftertreatment systems and their interaction with engine systems.

l The successful candidate must be able to forge strong personal working relationships with remote colleagues and associates as well as CMI and non CMI customers in the regions above in order to provide effective local Service Engineering support. This support maybe in the form of Customer Care Swimlane tasks in VPI or the quick detection and resolution of current product field issues and will also require the management and balancing of customer and CMI expectations. The ability to make these remote relationships work, often with different languages to one’s own, requires the successful candidate to be a clear, patient communicator, able to understand and accommodate cultural differences, create alternative processes to work in region, but still ensure the task is done safely, efficiently and accurately.

l The development of local resources in these regions will require the successful applicant to create and provide training as well as ongoing support of CBU components and CBU Service Engineering processes to remote colleagues or associates in order that these local individuals become CBU Service Engineering assets in the region. These CBU Service Engineering assets helps us develop our CBU Service Engineering Channel Readiness network to ensure we maintain the Channel Readiness team philosophy of “No Surprises” in our regions.

l The support of these regions will require occasional working outside the candidate’s home time zone as well as occasional global travel up to10%

l English language, written and verbal is required.

Compensation and Benefits

• Hybrid and Flex working style under local labor law (core-time11-15)

• Competitive annual salary (Or Permanent Salary)

• Relocation assistance offered from anywhere in Japan (Conditions apply)

• Comprehensive on-boarding and product training

• Annual Health Check

• Commuting Allowance

• Full Social Security Plan

• Retirement Plan and Life Insurance available

• Annual remuneration review

• Participation in an annual variable compensation (bonus) program

• Stock Option and Benefits Club Plan available

• Employee Assistance Program available to employees

• Annual and Sick paid leave

• Paid special circumstances leave (Conditions apply)

At Cummins, we are an equal opportunity employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, colour, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.

Job Engineering

Organization Cummins Inc.

Role Category

Job Type Exempt - Experienced

ReqID 240004T2

Relocation Package No