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Sr. Manager - Key Account Manager

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  • Manufacturing & Production
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Job Details

Provide technical support for less complex service related issues.Serve as technical support resource providing diagnostic support on less complex warranty and non-warranty repair events.Formulate and direct less complex repair plans.Document the results of diagnostic and repair actions in the appropriate database clearly and concisely.Manage the escalation of complex requests to the appropriate level of support.Assists with diagnostic support and escalation process improvement activities.Maintain knowledge and technical understanding of current products and new products.Promote Cummins Service capability and service programs to increase sales.QualificationsSkillsCommunication - Written And Verbal - Significant experience in written and verbal communication and should be capable of communicating effectively to all levels within and outside the company.Diagnostics - Familiar with the basic elements of on-board diagnostics and their relevance. Knows when/if diagnostics should/could be applied; capable of applying it at the basic level.Data Gathering And Analysis - Capable of selecting and performing the required measurements in a safe manner to determine data quality and to apply predefined applications to raw data sets.Distribution/Service Network Knowledge - Knowledge of the Distribution Business Unit's role in the distribution and support of Cummins products. Effectively communicates and works with Distributor personnel to complete performance plan objectives which require interaction with the global distribution network.Warranty/Policy Support - Has working knowledge of the warranty, extended coverage, and policy programs. Is able to evaluate a policy request and determine whether it qualifies or not. Has the capability to determine root cause of failure and assign accountability. Is able to communicate the decision in a diplomatic manner. Coaches/trains employees.Education, Licenses, CertificationsCollege or technical trade school or equivalent degree, or equivalent experience, required.ExperienceIntermediate level of relevant work experience required.Ensure product issues are reported in time along with required reports / failed parts to drive quality improvement and ensure CAPA in place.Attending quality forums and drive the improvement action through field network.Assist the field network by providing technical support to resolve the issues efficiently.Ensure OEM account management through IAM, regular proactive visits to review the support required.Ensure effective support to OEMs / customers by tracking MTTR, daily open issues, pending EDOs, engine replacement and getting failed parts / engines.Regularly reviews key performance indicators for respective OEMs and addresses issues and opportunities.Establish positive and professional working relationships with key customers and OEMs.
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 3-8


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