Job Summary:
Provides expert technical support to the Cummins Inc. Service Channel.

Key Responsibilities:
Leads the investigation of product or system problems, understands causal mechanisms, recommends appropriate action. Supports 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 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/VPI programs when needed and when available. Puts safety in everything with the objective of injury free living.



Guides less experienced technicians on technical issues and troubleshooting 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 Step 3 improvements after gaining appropriate approvals.

Competencies:
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.

Product Failure Reporting and Corrective/Preventive Action Systems - Defines and leads a process to record, prioritize, and resolve product failures using cross-functional reviews, rigo

📌 Area Service Manager (Bengaluru)
🏢 Cummins
📍 Bengaluru