Cummins Inc. Customer Service Engineer Product Specialist in Minato, Japan
Customer Service Engineer Product Specialist
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.”
Leads the investigation of product or system problems, understands causal mechanisms, recommends appropriate action, and documents results.
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.
Anticipates potential product or process issues in the field and delivers robust technical solutions.
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.
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.
Manages and coaches others on large-scale development or issue resolution projects.
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.
Delivers independent execution of established and emerging work processes and systems, while still developing technology or product knowledge.
Leads the development and improvement of work processes and systems across a functional discipline area within a business unit site.
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.
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.
Operates as a recognized specialist in a discipline or product area within the immediate team.
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.
Technical Service Information - Creates the information necessary for the service channel to efficiently and effectively troubleshoot and repair product to maximize customer uptime.
Product Serviceability Requirements and Review - Structures and publishes procedures that technicians follow to safely repair and maintain products, whilst ensuring repairable components are accessible.
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.
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.
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.
Decision quality - Making good and timely decisions that keep the organization moving forward.
Drives results - Consistently achieving results, even under tough circumstances.
Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Builds networks - Effectively building formal and informal relationship networks inside and outside the organization.
Resourcefulness - Securing and deploying resources effectively and efficiently.
Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
Education, Licenses, Certifications
College, university, or equivalent Bachelor's degree in Engineering or other relevant technical disciplines is required.
This position may require licensing for compliance with export controls or sanctions regulations.
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.
Work jointly with OEM engineering and service organizations and Cummins new and current product development teams to develop the service tools, information, and service systems to support products through both OEM and Cummins service network.
This position is expected to focus on the client's products for Japan and global markets but as needed be asked to support other OEM accounts/customers. This includes serving as an extension of Cummins' engine development team based in US to provide direct support to the client's engineering and vehicle teams based in Japan. This requires:
Have familiarity with OEM customers, knowledgeable on their business strategies, organizational structures, geographic footprints, financial results and internal service/quality processes to address OEM expectation in Cummins proactively and reactively
Be able to manage OEM customer disagreements and able to coach others on managing disagreements in order to help resolve difficult situations
Provide needed support to both quality and service OEM counterparts
Develop/Lead key OEM meetings as needed at OEM and Cummins
Communicate Cummins issues to OEMs including communicating safety and emissions related issues to OEM counterparts
Work with Components Business counterparts to ensure all aspects of the product are supported for the OEM (One Cummins)
Manage emerging and top issues at OEM with metrics and visibility
Lead Channel Readiness working closely with DBU team
Support Field Investigation working closely with program TPL, Current Product Chief Engineers, and other Cummins service experts. This includes support of prototype validation vehicles and tests run at OEM facilities.
Cross regional support for global OEM accounts proactively and reactively
Japanese and English language proficiency required to work effectively with OEM service personal and Cummins VPI engineering and service teams globally
応募書類ご登録には、①英文職務経歴書 ②和文職務経歴書 ③履歴書 の3点をご提出ください。
Primary Location Japan-Tokyo-To-Minato-Japan, Minato-ku, Cummins Japan Ltd EBU
Job Type Experienced - Exempt / Office
Recruitment Job Type Exempt - Experienced
Job Posting Apr 16, 2021, 12:08:22 PM
Unposting Date Ongoing
Req ID: 210001HW