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RESPONSIBILITIESCompetencies:Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.Customer focus - Building strong customer relationships and delivering customer-centric solutions.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.Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.Situational adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.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.Values differences - Recognizing the value that different perspectives and cultures bring to an organization.Education, Licenses, Certifications:College, university, or equivalent degree in a relevant discipline or relevant experience equivalent requiredThis position may require licensing for compliance with export controls or sanctions regulations.Experience:Minimal relevant work experience required.QUALIFICATIONSOverview of after hour workLead and direct a team of 10+ individuals managing customer experience and technical support operations in the NAM regionFull capabilities of the following roles (expectations to work the same as advocates in these areas)L1 Diagnostic Support (engine and PG)L1 Warranty Support (phone and chat)L1 PSI Support (basic PSI and PG areas)L1 DPS SupportAnswer Guidanz and whatever chats come into the GEN chatGEN chat seems to mostly be ecommerce chatsGuidanz chats are what populate the L1 WTY chatDuring 3 rd shiftSupport RLS afterhoursRLS phone queue - Take inbound calls from RLS customers and do the following as requested:Create an RLS work orderProvide lead times or service provider options in the given breakdown area. This may include making outbound calls to service providers if necessary to arrange for emergency service.Provide a thorough update within the RLS work order with clear instructions on what needs to happen next (for the RLS team to follow up on during day shift).RLS Marine phone queue Take inbound calls from RLS customers and do the following as requested:Create an RLS work orderProvide lead times or service provider options in the given breakdown area. This may include making outbound calls to service providers if necessary to arrange for emergency service.Provide a thorough update within the RLS work order with clear instructions on what needs to happen next (for the RLS team to follow up on during day shift).RLS inboxReceive inbound alerts for PG national account supportReceive inbound alerts from RLS customers with new work order creation requestsWork through Siebel Warranty adjudicating Customer Support Plan claimsReview claims and approve them for paymentLooking for key skills including team management, excellent communication skills, analytical mindset, Process Excellence, understanding of Lead-to-Cash Operations Cycle, Strategic Thinking, Operations Transformation, Process Improvement mindset, lean six sigma certificationJobServiceOrganizationCummins Inc.Role CategoryHybridJob TypeExempt - ExperiencedReqID2408654Relocation PackageYes
