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Cummins Inc. VPI Serviceability and Publications Coordinator in Columbus, Indiana

VPI Serviceability and Publications Coordinator


This dual product/customer focused position acts as technical liaison between the Cummins field service organization and the Engineering, Quality, and Manufacturing organizations to proactively identify, define, and prioritize product issues and to implement both short-term and long-term solutions.”

Leads the investigation of product or system problems, understands causal mechanisms, recommends appropriate action, and documents results.

Applies and supports product problem solving processes such as the seven-step problem solving approach and tools such as the product development roadmap to enable high-quality repair events.

Anticipates potential product or process issues in the field and delivers robust technical solutions.

Prepares the service channel for efficient service events, confirming that parts and special tools are available, service information (including diagnostics) is accurate and translated, and special care is ready for customers of new products.

Leads consensus with technical experts to make proactive engineering decisions, in the area of failure analysis and data trends, to implement final product resolutions to reduce customer downtime.

Manages and coaches others on large-scale development or issue resolution projects.

Provides independent leadership of smaller business impact projects or ownership of complex components, products, systems or services with greater elements of ambiguity over the senior or lead engineer level and with full accountability to the project team.

Delivers independent execution of established and emerging work processes and systems, while still developing technology or product knowledge.

Leads the development and improvement of work processes and systems across a functional discipline area within a business unit site.

Coordinates and directs work amongst technicians and temporary student employees, assists in the transfer of knowledge to lesser experienced engineers through either indirect (scope of influence) or direct management of a small, local group of engineers.

Provides support and guidance to influence technical direction within a project team and continues to develop proficiency in the competency areas critical to success in the role.

Operates as a recognized specialist in a discipline or product area within the immediate team.



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.


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.

Develop new product support information fromdesign documentation and information provided by subject matter experts in theengineering and service functions.

Ensure relevant information is included inwell written text instructions, descriptions, and procedures with supportingillustrations.

Develop a resource plan, project schedule andwork plan for each assigned project.

Maintain and communicate up to date projectschedule for all active projects including dependencies and translations.

Manage resources as changes in projectdeliverables or timelines occur.

Identify and resolve, barriers that preventcompleting projects on time or with the required quality.

Ensure standard processes and policies forcontent creation, review and publishing are followed.

Lead improvement activities that reducetranslation cost and complexity and improve content quality.

Lead and train the team on new and existingdepartmental policies, processes and tools.

Provide focused technical functionalexpertise.

Responsible for developing the capabilitiesof the team.

Develop recommendations and implementchanges in procedures that promote cross-training and make the team moreflexible and proactive.

Assist with budget management anddevelopment of strategic and annual operating plans for the department.

Operate with substantial latitude forun-reviewed action or decisions with understanding and alignment to the areasdirection and priorities.

Utilize Creo to support creation of serviceinformation illustrations

Develop Serviceability Plan for all new orupdated designs

Attend Design Review meetings to CompleteServiceability Assessment for all E, D, L and P-Phase components

Create and Maintain Serviceability IssueTracker

Assess designs for Remanufacturability

Assess Standard Repair Time impact of thetop repairs as ranked by RPH and/or CPE

Own, Prepare and Present M-review material(X.2, X.6 and X.9) during Customer Care Functional Reviews

Represent the Customer Care Lane/ExtendedService Team’s voice throughout the entirety of a VPI Program; Be Accountableand Responsible for Customer Care’s Performance/Success in a Program


Primary Location United States-Indiana-Columbus-US, IN, Columbus, Columbus Engine Plant

Job Type Experienced - Exempt / Office

Recruitment Job Type Exempt - Experienced

Job Posting Dec 6, 2021, 1:33:49 PM

Unposting Date Ongoing

Req ID: 2100086I