Job Description

Job Description

Job Description

SUMMARY: The Technical Support Representative is responsible for handling service support requests, identifying and establishing warrantable failures with suppliers, reviewing customer warranty repair orders for part and labor allowances. Travel may be required to address service events as well as service and installation training.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties beyond this representative listing may be assigned to the essential job duties and responsibilities of this position based on Company needs.

• Provide technical support and direct service technicians through repair events, through email or phone, by providing troubleshooting guidance to the technicians during the repair of Cummins Clean Fuel Technologies systems.
• Provide repair and installation services as necessary on Cummins Clean Fuel Technologies systems.
• Manage Plex database of service calls and events. Analyze service data and provide a quarterly review of repetitive failures and customer dissatisfiers to quality, engineering, management, and production to reduce future warranty claims.
• Identify warrantable third-party component failures. Coordinating both internally and externally with suppliers, for parts to be returned and examined for supplier recovery.
• Approve customer/dealer warranty requests to verify failure is warrantable, determine responsible party, review parts and labor allowances, and submit for payment.
• Provide onsite technical support to technicians for difficult to diagnose service repairs when determined as necessary utilizing specialized diagnostic tools and in depth product knowledge. Schedule travel as required, coordinating with customer/dealership for onsite support.
• Provide installation and service training for new installation and service providers.
• Conduct installation audits as deemed necessary to ensure installations meet Cummins Clean Fuel Technologies standards.
• Direct repairs to qualified service providers in areas where Cummins Clean Fuel Technologies does not have a technician.
• Provide field service data to engineering and management to assist with product development.
• Track field test components during development of new systems or components. Follow field test and validation systems and provide status updates to Cummins Clean Fuel Technologies management, engineering, production, and quality. Demonstrate a high degree of proficiency in business operational shrewdness, good judgment, planning, communicating orally and in writing, business knowledge, and expertise within areas of responsibility. Show understanding and knowledge of key market trends.
• Maintain a positive corporate culture that promotes ethical practices, integrity, and a constructive work environment, enabling the company to attract, retain, and motivate quality employees and to increase customer satisfaction and retention.
• Ensure company policies, practices and audit standards are in compliance.
• Must have strong interpersonal and communication skills.
• Maintain safe work environment.
• Maintain professional appearance.

As a condition of continued employment, the employee is required to exhibit positive corporate citizenship, with demonstrated ability to positively interact with others, follow required Company policies and procedures which include but are not limited to policies regarding conduct, record keeping, and safety. As a condition of continued employment, the employee is required to refrain from any behavior that is construed as sexual harassment, harassment and/or creating or participating in a hostile work environment, and/or violence in the workplace.

QUALIFICATIONS AND POSITION REQUIREMENTS: The individual must be able to perform each essential duty satisfactorily. It is required that the individual demonstrates decision-making, administrative, and organizational skills. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: High school diploma or general education degree (GED); and a minimum of five years’ related experience in natural gas fuel systems, or 2 years in natural gas field with additional experience in troubleshooting and repair. Mechanical and electrical troubleshooting and repair experience preferred. Experience in Lean Manufacturing and Six Sigma Methodologies is a plus.

Certificates, Licenses and Registrations: Must possess a current and valid driver license with a driving record that meets the insurability guidelines set forth by the company’s insurance carrier and a current CNG Category 3 license from Texas Railroad Commission. Must obtain Fuel System Inspector certification within 90 days of starting position.

Must have a clean driving record and be able to meet company requirements to drive company owned non-CDL vehicles.

Must be able to obtain a passport within 90 days of starting position.

Language Skills: Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.

Mathematical Skills: Excellent understanding of mathematical operations including addition, subtraction, division, multiplication, and percentages.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to troubleshoot fuel system issues using troubleshooting guides or other instructions.

Other Skills and Abilities: Personal computer skills, familiarity with ERP business systems software required for the specific area of responsibility. Ability to use a keyboard and 10-key by touch. Ability to use and learn Word, Excel, and PowerPoint software programs.

PHYSICAL DEMANDS: The physical demands described are representative of those that must be met by the employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions at the request of the employee, and with appropriate medical certification.

While performing the duties of this job the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms; and talk or hear. The employee is occasionally required to stand; walk; sit; climb or balance; stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move more than 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable the individual with disabilities to perform the essential functions.

While performing the duties of this job, the employee occasionally works near moving mechanical parts, and in outside weather conditions and is occasionally exposed fumes or airborne particles; toxic or caustic chemicals; and risk of shock.

The noise level in the work environment is usually moderate.

Business travel of up to 50% may be required.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Cummins Clean Fuel Technologies and its Affiliate Companies are Equal Opportunity and Affirmative Action Employers.

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