Customer Support Manager, Service
Job Summary:
Manages, develops, and implements project(s) of varying complexity and size in assigned functional area. Partners with business stakeholders to ensure a successful project completion.
Key Responsibilities:
Leads multiple projects from inception to completion; facilitates project planning sessions with internal stakeholders to determine the scope and objectives of each project; works with business stakeholders to establish project performance goals; designs project plan, develops timeline, identifies project milestones, and tracks performance against performance goals and timeline. Identifies, tracks, and works with others to resolve project issues. Monitors and communicates project status to project team. Plans and monitors project budget, conducts research and analysis; provides input into the design and development of project plans and timelines. Manages project risk; uses quality tools to identify areas of risk; works with others on the team and outside the team to identify alternatives or solutions. Documents and shares team learnings with other teams; draws on other project team experiences to enhance the success of the project. Maintains project notes, databases, and other records; monitors measures and communicates with Project Sponsor and other stakeholders on status of specific projects and assignments. Identifies and assigns appropriate resources to accomplish various project tasks; guides and coaches team members through various stages of the project; provides developmental feedback to team members. Competencies:
Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.
Business insight - Applying knowledge of business and the marketplace to advance the organization's goals.
Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
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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.
Plans and aligns - Planning and prioritizing work to meet commitments aligned with organizational goals.
Project Issue and Risk Management - Manages the process to identify, assess and prioritize issues and risks using recommended tools and disciplines. Drives actions to minimize, monitor and control risks and issues and to maximize the most positive outcomes possible.
Project Resource Management - Develops resource (expense and headcount) plans using recommended project management tools and processes to manage resources effectively.
Project Schedule Management - Manages the planned schedule using the recommended schedule management tools and processes to drive completion within the agreed timeline.
Project Scope Management - Manages a list of project deliverables (scope) using the recommended project management tools and processes to ensure that the project includes all the work required and only the work required to complete the project successfully.
Values differences - Recognizing the value that different perspectives and cultures bring to an organization.
Education, Licenses, Certifications:
College, university, or equivalent degree required.
This position may require licensing for compliance with export controls or sanctions regulations.
Experience:
Intermediate level of relevant work experience, including team leadership experience, required.
Core Responsibilities
Win the customer satisfaction on service through
- manage BIS issue solving
- Identify and support top service issues
- Drive service channel readiness
- Build good relationship with key customers/OEMs
- Manage Policy and related swing engine/Genset
- Identify FAP needs, support the application, and manage the execution
- Facilitate DBU support to PQC project
Skills
- Customer facing work experience are preferred, eg. AE, customer support, service, KA etc.
- Good English in oral and writing
Job Service
Organization Cummins Inc.
Role Category On-site with Flexibility
Job Type Exempt - Experienced
ReqID 2426766
Relocation Package No
100% On-Site No
Perks and Benefits
Health and Wellness
- FSA With Employer Contribution
- Health Reimbursement Account
- On-Site Gym
- HSA With Employer Contribution
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
Parental Benefits
- Non-Birth Parent or Paternity Leave
- Birth Parent or Maternity Leave
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
Office Life and Perks
- Company Outings
- Casual Dress
Vacation and Time Off
- Leave of Absence
- Personal/Sick Days
- Paid Holidays
Financial and Retirement
- Relocation Assistance
- Performance Bonus
- Stock Purchase Program
- Pension
- 401(K) With Company Matching
Professional Development
- Mentor Program
- Shadowing Opportunities
- Access to Online Courses
- Lunch and Learns
- Tuition Reimbursement
Diversity and Inclusion