DescriptionThe Executive Manager - Hydrogenic and Electrical Support provides technical expertise and support for troubleshooting, repairing, and maintaining hydrogen manufacturing units, particularly those involving advanced electrical controls and relays. The role focuses on complex service-related issues, diagnostics, and escalation management while enhancing Cummins’ service capabilities and promoting customer satisfaction.
Key Responsibilities
- Technical Support: Act as a resource for diagnostic support on complex warranty and non-warranty repair events.
- Repair Planning: Formulate and direct complex repair plans and document diagnostic and repair actions clearly in the appropriate systems.
- Escalation Management: Manage and escalate complex technical requests to higher support levels as necessary.
- Mentorship: Mentor and coach technicians to enhance their capabilities and performance.
- Product Knowledge: Maintain expertise in current and new product technologies, focusing on hydrogen fuel cells and advanced electrical systems.
- Customer Interaction: Investigate product issues at customer or dealer locations, promoting service capabilities and solutions to drive sales.
- Technical Communication: Distribute technical updates and lead improvements in diagnostic and escalation processes.
- Service Capability: Ensure robust service delivery by analyzing and resolving channel development opportunities.
ResponsibilitiesExperience Needed
- Proven experience in diagnosing and repairing hydrogen manufacturing units, including troubleshooting hydrogen fuel cells and associated systems.
- Hands-on expertise in advanced electrical controls and relays used in hydrogen manufacturing.
- Strong problem-solving skills with the ability to analyze and resolve complex issues.
- Demonstrated ability to mentor and coach technical teams.
- Excellent customer service and communication skills.
Key Technical Skills
- Diagnostics Application: Translate customer complaints into actionable troubleshooting and repair plans, validating repairs and documenting outcomes.
- Electronic Service Tool Application: Use electronic tools to diagnose, troubleshoot, and resolve product issues.
- Service Documentation: Maintain accurate records of work performed and customer information in service systems.
- Technical Escalation: Leverage data management tools to escalate and resolve complex technical issues efficiently.
- Service Capability, Capacity, and Coverage: Optimize service delivery through resource and metric analysis.
Competencies
- Collaboration: Build partnerships and work collaboratively to meet shared objectives.
- Effective Communication: Deliver clear, audience-appropriate communications.
- Customer Focus: Build strong relationships and provide customer-centric solutions.
- Complexity Management: Analyze and solve complex, contradictory information effectively.
- Nimble Learning: Learn actively through experimentation and reflection on outcomes.
- Resourcefulness: Efficiently secure and utilize resources.
- Technical Savvy: Anticipate and implement technology innovations.
QualificationsQualifications
- Education:
Bachelor’s degree in a relevant field or equivalent professional experience. - Experience:
Intermediate level of experience in a technical role, preferably with prior experience in troubleshooting and repairing hydrogen manufacturing systems, electrical controls, and relays.
