CPS Manager 现有产品服务经理
Cummins Bridgeway
Wuxi, China
4天前

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.

Skills

  • Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards;
  • 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.

    Experience

    Intermediate level of relevant work experience required. Team leadership experience preferred.

    OVERVIEW

    Benefits and perks listed below may vary depending on the nature of your employment with Cummins and the country where you work.

    FINANCIAL WELLNESS

    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.

    CONTINUING EDUCATION

    Whether starting or completing a degree, you will be supported by tuition reimbursement opportunities or full funding.

    PAID INCENTIVE

    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.

    WORK-LIFE FLEXIBILITY

    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.

    AND GROWTH

    You will learn and grow through training and hands-on experience in an environment that values curiosity and developing talent for the future.

    報告此工作
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    申请
    邮箱地址
    通过点击 "继续", 我 同意neuvoo处理我的信息数据, 并给我发送电子邮件提醒 详见neuvoo 隐私政策 。我可以在任何时候取消订阅。
    继续
    申请表