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Customer Solutions Specialist

1 month ago

Pune, Maharashtra, India Cummins Inc. Full time

Job Summary

Cummins Inc. is seeking a highly skilled Customer Solutions Specialist to join our team. As a key member of our customer-facing team, you will be responsible for providing technical support and guidance to our customers, ensuring that they receive the best possible solutions for their needs.

Key Responsibilities:

  • Coordinate closely with the Sales & Marketing team to define engineering scope of supply and develop technical solutions for customers.
  • Conduct technical negotiations with customers to ensure that their needs are met and that our products are installed correctly.
  • Approve customer drawings for Bill of Materials preparation and ensure that our products meet customer specifications.
  • Liaise with the plant and test cell to ensure that our products are built and tested to the highest standards.
  • Offer trials to customers at the plant and onboard, conduct installation reviews at sites, and support Installation & Commissioning (I&C).
  • Investigate integration and installation problems, understand causal mechanisms, recommend appropriate actions, and own problem resolution.
  • Apply and support the improvement of processes such as Installation Quality Assurance, OEM integration, and product selection using tools like Advisor, Cummins OnLine Specifications (COLS), and Global Customer Engineering (GCE).
  • Negotiate with Subject Matter Experts and Value Package Introduction (VPI) Teams to deliver product data and installation requirements to Application Engineers and OEMs.
  • Develop strong working relationships with customer technical counterparts to deliver product technical information, manage product specifications, communicate product changes, and resolve installation issues.
  • Serve as the primary customer/market advocate within Cummins during new product development programs, design reviews, and product change request processes.
  • Ensure products are applied and installed correctly to meet customer system requirements and environments.
  • Validate prototype machine performance and ensure installations meet Cummins requirements.

Qualifications, Skills, and Experience Needed:

Knowledge/Skills:

  • Good technical customer management skills are required.
  • Ability to combine various parts or sub-systems to achieve optimized performance, reliability, cost, and quality.
  • Proficiency in monitoring system performance and addressing system failures or performance concerns.
  • Expertise in product application support to develop accurate and complete technical content and manage technical systems for successful design and integration.
  • Competence in product function modeling, simulation, and analysis to impact design decisions.
  • Strong problem-solving skills to resolve product issues and minimize rework.
  • Ability to guide customers to the best product offerings and ensure products are installed correctly.
  • Excellent communication skills to effectively collaborate with sales, marketing, and technical teams.

Responsibilities:

Experience:

  • Preferred candidates would have experience between 8-10 years working as a career professional in a relevant technical discipline area.
  • Knowledge of MS Office tools is also preferred.

Competencies:

  • Machine Integration and Optimization Combines various parts or sub-systems into a whole to achieve the output most desired by the customer.
  • Machine Operation and Support Evaluates the operation of the system by monitoring system performance, addressing failures or performance concerns, and responding proactively to user needs and technology changes.
  • Product Application Support Ensures new product information is accurate and timely by developing and managing technical content.
  • Product Function Modeling, Simulation, and Analysis Utilizes computational tools and methods to predict a product's functional capabilities at the system, sub-system, or component levels.
  • Product Installation Quality Focuses on improving machine integration to minimize rework and deliver the best product.
  • Product Problem Solving Solves product issues using a structured process that protects the customer and the product's integrity.
  • Product Selection Guides customers to the best product offerings for their specific markets and applications.
  • Technical Customer Management Represents Cummins in all technical aspects with customers.
  • 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.
  • Customer Focus Building strong customer relationships and delivering customer-centric solutions.
  • Decision Quality Making good and timely decisions that keep the organization moving forward.
  • Drives Results Consistently achieving results, even under tough circumstances.
  • Self-Development Actively seeking new ways to grow and be challenged using both formal and informal development channels.
  • Values Differences Recognizing the value that different perspectives and cultures bring to an organization.
  • Cross-Functional Design Integration Translates the value package requirements that include the voices of many stakeholders into virtual designs.
  • Product Verification and Validation Management Develops product systems validation plans to identify failure modes and manage product risk.
  • System Requirements Engineering Uses appropriate methods and tools to translate stakeholder needs into verifiable requirements.
  • Systems Thinking Defines the system of interest, identifying its context, interfaces, and lifecycle to plan the problem statement, scope, and deliverables.
  • Technical Documentation Documents information based on knowledge gained from technical activities.

Qualifications:

Education, Licenses, Certifications:

  • College, university, or equivalent Bachelor's degree in Engineering or an appropriate STEM field is required.