Customer Service Manager

DESCRIPTION

Being part of Cummins means working alongside today's most innovative thinkers to solve the world's toughest problems. We are proud to offer learning and development opportunities designed to promote individual performance and spark purpose and trust within our teams. We look to hire the best and then help you to become even better.

Thank you for your interest in continuing to grow your Cummins career!

We are looking for a talented Customer Service Manager to join our team in Puchong, Malaysia. This will be Onsite role.

Supervises small groups of employees who provide aftermarket retail and services to customers.

Key Responsibilities:

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• Supervises small groups of Service Advisors and Customer Service Representatives; coordinates with Service Supervisor on work schedules; repair plans aligned with customer quotes; monitors order fulfillment.
• Provides coaching and feedback to individual team members; provides performance reviews and opportunities for professional growth. Provides some first level of support to team members requiring assistance; escalates technical support needs for resolution when needed.
• Assists with logistics including use of materials, equipment, and employees ensuring safety, quality, and efficient operations.
• Assist with reviewing quotes for accuracy prior to communication to customers; provides updates on order status and any plan or schedule changes.
• Monitors the status of open orders and repairs with service team; addresses issues that impact completion of the repair plan in the time quoted to customers.

• Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.
• 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.
• Directs work - Providing direction, delegating, and removing obstacles to get work done.
• Ensures accountability - Holding self and others accountable to meet commitments.
• Manages conflict - Handling conflict situations effectively, with a minimum of noise.
• Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.
• Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.
• Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.
• Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.
• Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using Cummins published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.
• Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

• College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required. This position may require licensing for compliance with export controls or sanctions regulations.
• Relevant work experience in a technical field, including team leadership experience, preferred.
• This role will be a Customer Service Manager role that supervises Service Advisors, Customer Service Advisors and Sales Admin.
• The person key tasks is to ensure service and retail RFQs are actioned by the team. The person will also manages key retail accounts including traders and resellers in collaboration with Aftermarket and Service team.
• The person will also manage complex overhaul enquiries and tenders, and escalate technical for regional support.
• Experience in managing traders and resellers is preferred.
• Experience in being superusers of ERP systems (SAP or other systems) and background in inventory management and pricing is preferred.