Technical Support Manager (TSM) - On-Highway Business

Description

Technical Support Manager (TSM) - On-Highway Business

Our culture believes in POWERING YOUR POTENTIAL . We provide global opportunities to develop your career, make your community a better place and work with today’s most innovative thinkers to solve the world’s toughest problems.

We believe in flexibility for you to explore your passions while making an impact through meaningful work within our inclusive workforce. That’s what #LifeAtCummins is all about.

We are looking for a talented Technical Support Manager (TSM) - On-Highway Business to join our team specializing in On-Highway business.

In this role, you will make an impact in the following ways:

• Manages the technical support and training activities to support the sales of company products and services. Recommends product improvements to design staff in response to customer feedback.
• Supports counterparts in strengthening their relations in customer partnerships.
• Partners with sales force, customers, and potential customers regarding the resolution of technical or engineering issues that affect the sales, installation and utilization of the company's products.
• Recommends changes in products and services that result in cost reductions and increased sales.
• Provides sales force coaching focused on technical development.
• Evaluates products and solutions based on customer requirements.
• Participates in complex technical aspects of the sale.
• Coaches and motivates technical support staff; provides guidance and direction on problems and issues; delegates works assignments considering employee skills and development needs.
• Identifies department issues, problems, and opportunities to support continuous improvement initiatives.
• Six Sigma certification and involvement to improve customer operating costs and product reliability / durability.

Qualifications

Skills

• Balances stakeholders - Anticipating and balancing the needs of multiple stakeholders.
• Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Customer focus - Building strong customer relationships and delivering customer-centric solutions.
• Ensures accountability - Holding self and others accountable to meet commitments.
• Builds networks - Effectively building formal and informal relationship networks inside and outside the organization.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Manages conflict - Handling conflict situations effectively, with a minimum of noise.
• Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Nimble learning - Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.
• Data Analytics - Interprets information relying on knowledge of business or functional frameworks, and leverages analytical problem-solving tools to draw conclusions and communicate meaningful patterns that drive business insights; assesses quality of data as an initial step of the analysis
• Channel Awareness - Explains and contextualizes industry structure, dynamics, and path to market in order to advance organizational goals.
• Customer Technical Problem Solving - Solves problems by leveraging industry standard and Cummins' product specific methodologies to determine the assignable cause within appropriate time constraints
• Intuitive Listening And Adapting Solutions - Translates needs, expectations, or asks from customers, stakeholders, etc. into actionable solutions through active listening and intuition; chooses or produces solutions (e.g. process change, tool, product, service, etc.) to meet or exceed the customers’ or stakeholders’ needs or expectations or to provide value.

Education, Licenses, Certifications

• College, university, or equivalent degree in engineering or a related subject required.
• This position may require licensing for compliance with export controls or sanctions regulations.

Experience

• Significant level of relevant work experience and customer facing experience required.
• Core customers will be Transit Bus, Motor Coach and School Bus fleets supporting all Cummins current (diesel, natural gas, electric) and future products (hybrid, gasoline, hydrogen).
• Territory includes the New York/New Jersey metropolitan area extended up the Northeast and down to Washington DC. Preference is for candidate to reside centralized within the territory and within 50 miles of a major airport or distributor branch (NYC Metro Area).

Key Customers:

New York City Transit (NYCT)

New Jersey Transit(NJT)

Washington Metro Area Transit (WMATA)

Massachusetts Bay Transportation Authority (MBTA)

Baltimore Metro Transit Authority (BMTA)

Southeastern Pennsylvania Transit Authority (SEPTA)

• Travel is an expectation (>40%)
• Manages complexity -Making sense of complex information to effectively solve problems.
• Manages conflict -Handling conflict situations effectively, with a minimum of noise.
• Intuitive Listening and Adapting Solutions - Translates needs, expectations, or asks from customers, stakeholders, etc. into actionable solutions through active listening and intuition; chooses or produces solutions (e.g. process change, tool, product, service, etc.) to meet or exceed the customers’ or stakeholders’ needs or expectations or to provide value
• Account Support Strategy – Develop proactive relationship with key contacts and call frequency as appropriate to strategy and Cummins position for natural gas, diesel, electric and future powertrains. Collaborate with Fleet Account Executives on account plan and execution. Provide technical support, training, advice on maintenance, features/parameters, etc. to optimize Cummins’ products.
• Support OEM Partnerships – Strengthen OEM regional office relationships and support Cummins OEM service account teams. Foster relationships as necessary.
• Total Cost of Ownership (TCO) Consultant/GHG and Fuel Economy Leadership – Provide consultation to customers on how to improve total cost of ownership(maintenance, fuel economy, etc.). Customer fuel economy improvement (MPG) and greenhouse gas (GHG) reduction, which supports both our efforts to help our customers be more successful as well as the Cummins sustainability initiative to reduce in-use CO2 output of our products.
• Policy Management –Support and collaborate with Fleet Account Executives on policy decisions with technical investigations and reliability data. Help facilitate communication between customer, repair location, Cummins distributor (if not repair location)and Account Executives. Utilize TSM led investigation when necessary.
• Proficient in Microsoft Office, specifically including Excel and Excel Pivot tables.

Compensation and Benefits

Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage and a full complement of personal and professional benefits.

Cummins and E-verify

At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates right to work using E-Verify. Cummins will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.

Job MARKETING

Primary Location United States-New Jersey-Newark-US, NJ, Kearny, Cummins East Region

Job Type Experienced - Exempt / Office

Recruitment Job Type Exempt - Experienced

Job Posting May 16, 2023, 1:00:00 AM

Unposting Date Ongoing

Organization Distribution Business

Role Category Hybrid - Potential for Partial Remote

Req ID: 230004L7