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Cummins Inc. OEM Service and Quality Manager in Columbus, Indiana

OEM Service and Quality Manager

Description

OEM Service and Quality Manager

Our culture believes in POWERING YOUR POTENTIAL . We provide global opportunities to develop your career, make your community a better place and work with today’s most innovative thinkers to solve the world’s toughest problems.

We believe in flexibility for you to explore your passions while making an impact through meaningful work within our inclusive workforce. That’s what #LifeAtCummins is all about.

We are looking for a talented OEM Service and Quality Manager to join our team specializing in Engineering for our Engine Business Segment in Columbus, IN.

In this role, you will make an impact in the following ways:

Skills

Field Investigation and Support - Gathers and communicates technical information, both internally and externally, between technical problem solvers and the service channel about product or process related issues by using proven problem-solving techniques so that issues get resolved quickly and to customers’ satisfaction.

Technical Service Information - Creates the information necessary for the service channel to efficiently and effectively troubleshoot and repair product to maximize customer uptime.

Product Serviceability Requirements and Review - Structures and publishes procedures that technicians follow to safely repair and maintain products, whilst ensuring repairable components are accessible.

Product Failure Reporting and Corrective/Preventive Action Systems - Defines and leads a process to record, prioritize, and resolve product failures using cross-functional reviews, rigorous problem solving methods, failed parts transfer processes, data management tools, and project management practices to effectively and efficiently improve the reliability of the product.

Product Problem Solving - Solves product problems using a process that protects the customer; determines the assignable cause; implements robust, data-based solutions; and identifies the systemic root causes and recommended actions to prevent problem reoccurrence.

Diagnostics Development - Identifies internal, external, and regulatory design requirements for needed diagnostics; creates diagnostic procedures following standard process and tools that meet or exceed design requirements; develops and executes test plans to validate the diagnostic; publishes diagnostic procedures following required process.

Qualifications

Skills

Field Investigation and Support - Gathers and communicates technical information, both internally and externally, between technical problem solvers and the service channel about product or process related issues by using proven problem-solving techniques so that issues get resolved quickly and to customers’ satisfaction.

Technical Service Information - Creates the information necessary for the service channel to efficiently and effectively troubleshoot and repair product to maximize customer uptime.

Product Serviceability Requirements and Review - Structures and publishes procedures that technicians follow to safely repair and maintain products, whilst ensuring repairable components are accessible.

Product Failure Reporting and Corrective/Preventive Action Systems - Defines and leads a process to record, prioritize, and resolve product failures using cross-functional reviews, rigorous problem solving methods, failed parts transfer processes, data management tools, and project management practices to effectively and efficiently improve the reliability of the product.

Product Problem Solving - Solves product problems using a process that protects the customer; determines the assignable cause; implements robust, data-based solutions; and identifies the systemic root causes and recommended actions to prevent problem reoccurrence.

Diagnostics Development - Identifies internal, external, and regulatory design requirements for needed diagnostics; creates diagnostic procedures following standard process and tools that meet or exceed design requirements; develops and executes test plans to validate the diagnostic; publishes diagnostic procedures following required process.

Technical Customer Management - Represents Cummins to our customers by being the interface for all technical aspects; provides engineering data, documentation and training to customers to support the design and integration of equipment; ensures that the customer's business is not interrupted by managing Cummins' product changes through the use of our change processes and regular communications with Product Development and the customer.

Decision quality - Making good and timely decisions that keep the organization moving forward.

Drives results - Consistently achieving results, even under tough circumstances.

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Builds networks - Effectively building formal and informal relationship networks inside and outside the organization.

Resourcefulness - Securing and deploying resources effectively and efficiently.

Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Education, Licenses, Certifications

College, university, or equivalent Bachelor's degree in Engineering or other relevant technical disciplines is required.

This position may require licensing for compliance with export controls or sanctions regulations.

Experience

Prior Senior or Lead Engineer equivalent work experience in a relevant discipline area is required with a demonstrated track record of technical problem solving and quality decision making. Knowledge of MS Office tools is preferred.

OEM Account Support - The OEM Service and Quality Manager is the main service and quality interface for factory supported, on-highway OEM customers. In addition to providing day-to-day support to key on-highway OEMs, the OEM Service and Quality Manager will:

  • Have familiarity with key Cummins OEM customers and be knowledgeable on their business strategies, organizational structures, geographic footprints, financial results and internal service/quality processes.

  • Be able to manage OEM customer disagreements and able to coach others on managing disagreements in order to help resolve difficult situations.

  • Provide needed support to both quality and service OEM counterparts.

  • Develop/Lead key OEM meetings as they relate to quality, product and service.

  • Communicate Cummins issues to OEMs including communicating safety and emissions related issues to OEM counterparts.

  • Work with Cummins Plant Customer Quality Teams to support OEM.

  • Work with Components Business counterparts to ensure all aspects of the product are supported for the OEM.

OEM Reporting / Analysis / New Problem Creation –The role provides support in the form of analyzing issues by OEMs, identifying new issues through input from the OEM, data analytics, the repair channel, etc and generating quality escalations for resolution as needed.

  • Strong background in performing warranty history analysis and being able to analyze and summarize failures and trends utilizing Cummins data analytic tools, generating top failure reporting for purposes of presenting to OEMs and identifying business opportunities.

  • Provide support to Infant Care, Platform Teams, PPS and / or Six Sigma teams as needed

Legal Support – OEM Service and Quality is a key decision maker within the EBU for on-highway legal matters. This role is a support function in helping to analyze new legal matters as well as tracking existing matters to provide input to case strategy and improvement projects.

Field Investigations – OEM Service and Quality has the responsibility of working with factory support, on-highway OEMs regarding chassis/engine integration-related field issues. The role would be responsible for supporting, investigating and documenting these emerging issues.

  • Have a solid familiarization with the Cummins Field Sales and Support and CFSE teams.

  • Building relationships with these 2 organizations and understanding of how the service channel functions is key.

    • Lead and/or support field investigations of OEM integration issues
  • Compile case analysis report for new cases– combining OEM, customer and Cummins repairs

Application Engineering Support – OEM Service and Quality is tied closely with the Application Engineering team supporting on-highway OEMs. The OEM Service and Quality manager will assist the Application Engineering team with issues related to integration. The OEM Service and Quality Manger is also is responsible for reviewing and confirming Service Accessibility ratings for new vehicles that originate from IQAs. Additionally, they will have responsibility for addressing any accessibility challenges raised from the repair channel on existing OEM models.

Assembly Quality Support - The OEM Service and Quality Manager is responsible for managing the Assembly Quality review process on product post-IQA. This consists of visiting OEM assembly plants to ensure Cummins products are being handled and installed into vehicles in accordance with our quality requirements.

Rapid Response - The OEM Service and Quality Manager is responsible for managing the early warning failure reporting on in-transit vehicles between the OEM assembly plant and selling dealer. The OEM Service and Quality Manager leads the tracking and reporting of trending issues as well as working to drive corrective/preventative measures to ensure issues are resolved rapidly. The OEM Service and Quality Manager will work with JEP/RMEP Customer Quality Teams as well as onsite technicians to identify and resolve issues.

Job ENGINEERING

Primary Location United States-Indiana-Columbus-US, IN, Columbus, Corporate Office Building

Job Type Experienced - Exempt / Office

Recruitment Job Type Exempt - Experienced

Job Posting Nov 21, 2021, 11:24:41 AM

Unposting Date Ongoing

Req ID: 2100070F

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