Are you looking for an exciting opportunity to become a Channel Service Manager (CSM) at a leading global company? Cummins is seeking a skilled and dedicated professional to join our team in Jaipur, India. This hybrid role offers the potential for partial remote work and includes a relocation package for eligible candidates.
At Cummins, we believe in powering your potential and providing global opportunities to develop your career while making a meaningful impact. Discover more about this incredible opportunity and the comprehensive details below.
Contents
Job Details
| Job Service | Details |
|---|---|
| Job Title | CSM (Channel Service Manager) |
| Job Type | Shop |
| Recruitment Type | Technician |
| Organization | Distribution Business |
| Role Category | Hybrid – Potential for Partial Remote |
| Relocation Package | Eligible |
| Req ID | 240004DC |
| Location | Jaipur, Rajasthan, India |
Attention : Read all criteria carefully and make changes in resume by adding relevent keywords so you will get the interview call otherwise you will loose opportunity.
About Us
At Cummins, our culture revolves around POWERING YOUR POTENTIAL. We provide global opportunities for career development, community engagement, and collaboration with today’s most innovative thinkers to tackle the world’s toughest challenges. Flexibility is key at Cummins, allowing you to explore your passions and make a meaningful impact within our inclusive workforce. This is the essence of #LifeAtCummins.
Job Description
Role Overview
The Channel Service Manager (CSM) acts as a technical specialist and primary customer support contact. This role involves diagnosing and executing complex engine repairs at customer sites, continually developing productive customer relations, and ensuring prompt and efficient attention to customer needs.
Key Responsibilities
Technical and Customer Support
- Complex Repairs: Apply specialized tools and follow documented procedures to diagnose and complete complex repairs at customer sites.
- Preventative Maintenance: Perform maintenance activities on engines and related components as per documented schedules and standards.
- Issue Escalation: Escalate unresolved issues to product specialists or supervisors for further action.
Team Leadership and Development
- Coaching: Coach and develop technicians and apprentices, provide work direction, and review repair plans and parts lists.
- Knowledge Transfer: Share knowledge and experience with team members to enhance their skills and capabilities.
Documentation and Compliance
- Service Documentation: Complete required documentation, including service worksheets, timesheets, and warranty claims.
- Health and Safety: Ensure adherence to all relevant Health Safety & Environmental policies and report any issues or incidents to site management and supervisors.
Skills
Communication
- Communicates Effectively: Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Problem Solving
- Manages Complexity: Make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
- Manages Conflict: Handle conflict situations effectively with minimal noise.
Customer Focus
- Customer Focus: Build strong customer relationships and deliver customer-centric solutions.
Talent Development
- Develops Talent: Develop people to meet both their career goals and the organization’s goals.
- Self-Development: Actively seek new ways to grow and be challenged using both formal and informal development channels.
Technical Skills
- Service Documentation: Create and verify customer, equipment, and technical information; capture specific data using required service tools.
- Technical Escalation: Utilize available resources and data management tools to escalate issues to higher expertise.
- Diagnostics Application: Translate customer complaints into troubleshooting plans using mechanical and electronic service tools.
- Electronic Service Tool Application: Identify and use appropriate electronic tool sets for maintenance and troubleshooting.
- Product Repair and Maintenance: Follow guidelines and use required tools to repair and maintain mechanical/electrical products.
- Engine Systems Interactions: Interpret and analyze the interactions of internal and external electrical and mechanical systems.
- Health and Safety Fundamentals: Champion proactive health and safety behaviors.
Education, Licenses, and Certifications
- Preferred: Apprentice Trained Engine Technician
- Required: Vocational diploma from a relevant technical institution
- License: Locally valid driving permit
Experience
- Required: Significant field service work experience with expert-level knowledge of engine products.
- Preferred: Customer service experience and experience providing technical advice and coaching to junior technicians.
- Technical Knowledge: Knowledge of CPCB IV Genset and CEV BS IV Engines.
- Dealer Service Management: Experience handling Dealer Service teams to achieve Service KPIs.
- Performance Review: Conduct monthly reviews with HOD/COO on Service KPIs and key initiatives.
- Warranty Management: Manage warranty claims and conduct quarterly audits of every dealership.
- Network Capability: Share product quality issues and observations with channel partners and quality teams.
- Process Improvement: Basic knowledge of Six Sigma tools for process improvement.
Responsibilities
The Channel Service Manager is responsible for managing the complexity and scope of the field service work. This involves diagnosing and executing complex repairs, performing preventative maintenance, and escalating unresolved issues when necessary. The role requires excellent communication skills to build strong customer relationships and deliver customer-centric solutions.
Technical Expertise
A strong technical background is essential, with expertise in service documentation, technical escalation, diagnostics application, electronic service tool application, and product repair and maintenance. This role also requires a thorough understanding of engine systems interactions and health and safety fundamentals.
Leadership and Development
Developing and coaching the team is a crucial part of the role. This includes sharing knowledge and experience, providing work direction, and reviewing repair plans and parts lists. Ensuring all team members adhere to health and safety standards is also a key responsibility.
Performance and Compliance
The role requires meticulous attention to detail in completing required documentation and ensuring compliance with all relevant policies and regulations. This includes managing warranty claims, conducting audits, and sharing product quality issues with the relevant teams.
Customer Engagement
The Channel Service Manager will engage with key customers to build strong relationships and identify additional sales and service opportunities. Regular visits to key customers and monthly reviews with HOD/COO on Service KPIs are essential to maintain high standards of customer service and satisfaction.
Apply Now
Join us at Cummins and become part of an innovative and inclusive workforce dedicated to solving the world’s toughest problems. Apply now and take the first step towards powering your potential.
By joining Cummins, you’ll be part of a team that values diversity, innovation, and excellence. You’ll have the opportunity to develop your career, make a positive impact in your community, and work with cutting-edge technology and some of the brightest minds in the industry. This is more than just a job; it’s a chance to build a rewarding career and make a difference.
shilpa, completed my graduation (bcom) in 2021. I have one year experience as consultant trainee & 3.5 months professional experience at Medi Assist TPA as executive. I’m looking claim process. I know MS office word, Excel and Tally ERP – 9.. Let me know if there any vacancy.
“Hi Shilpa! Thanks for reaching out. Your background in BCom and your professional experience as a consultant trainee and executive at Medi Assist TPA sound impressive. Your familiarity with MS Office, Excel, and Tally ERP-9 will definitely be assets in a claim processing role.
I’ll keep an eye out for any vacancies that match your skill set and experience. In the meantime, if you have a resume or any other documents you’d like to share, feel free to send them over. Let’s stay in touch, and I’ll notify you as soon as something suitable comes up!”