Supervises the technical support team. Handles complex escalated and unresolved support issues. Trains technical support specialists.
Provides day-to-day supervision of the technial support team; responsible for the daily operations.
Supervises, trains, sets individual expectations to meet department measures, and monitors and provides regular feedback to direct reports.
Reviews reports and analysis for operational improvements.
Resolves escalation of complex support requests.
Works with the technical support manager on identifying process improvements and departmental capability.
Provides customer follow up to ensure customer needs are met.
Engages with the distribution channel and cross functionally to build collaborative relations.
Recruits, staffs and schedules team members.
Leads projects or provides resources to support process improvement projects.
Mentors and coaches technicians in the region to improve capability.
analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.
Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
Manages conflict - Handling conflict situations effectively, with a minimum of noise.
Customer focus - Building strong customer relationships and delivering customer-centric solutions.
Develops talent - Developing people to meet both their career goals and the organization’s goals.
Organizational savvy - Maneuvering comfortably through complex policy, process, and people-related organizational dynamics.
Plans and aligns - Planning and prioritizing work to meet commitments aligned with organizational goals.
Drives results - Consistently achieving results, even under tough circumstances.
Builds effective teams - Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
Education, Licenses, Certifications
College or technical trade school or equivalent degree, or equivalent experience, required.
This position may require licensing for compliance with export controls or sanctions regulations.
Intermediate level of relevant work experience required. Team leadership experience preferred.
Benefits and perks listed below may vary depending on the nature of your employment with Cummins and the country where you work.
As a Cummins employee your retirement savings plan / pension plan / superannuation will power your path to retirement and improve your financial future.
HEALTH & WELLNESS
Your wellbeing is important to us. You and your family will be cared for through comprehensive health care benefits.
Whether starting or completing a degree, you will be supported by tuition reimbursement opportunities or full funding.
You will receive annual merit and profit sharing based on individual and company performance.
DIVERSITY & INCLUSION
We celebrate diverse perspectives and you will be part of building a more diverse workforce to enhance our competitive position and enrich our culture.
Your energy and commitment will be recognized through paid vacation and holidays, parental leave, adoption assistance, flexible work environments and more.
EVERY EMPLOYEE, EVERY COMMUNITY
You are empowered to volunteer at least four hours per year on company time, to give back to the communities where you work and live.
You will learn and grow through training and hands-on experience in an environment that values curiosity and developing talent for the future.