Senior - Technical Support Specialist

Key Responsibilities:

Supports counterparts in strengthening their relations in customer partnerships.
Works 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.
Proposes 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 all technical aspects of the sale.
Prepares operating manuals, reference materials or training materials for customers and the sales force.
Six Sigma certification and involvement to improve customer operating costs and product reliability / durability.
Mentors and grows less experienced technical support specialists.

Competencies:

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.
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.
Being resilient - Rebounding from setbacks and adversity when facing difficult situations.
Nimble learning - Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.
Data Analytics - Discovers, interprets and communicates qualitative and quantitative data; determines conclusions relying on knowledge of business or functional frameworks; simultaneously applies statistics, data validity, data visualization, and problem solving approaches to effectively extract meaningful patterns and business insights; presents conclusions and outcomes that enable data driven business decisions.
Customer Technical Problem Solving - Solves problems by leveraging industry standard and Cummins' product specific methodologies to determine the assignable cause within appropriate time constraint

Skills : Technical support