Cummins

Lead root cause investigations, drive product improvements, and develop distributor capabilities to enhance product reliability and customer satisfaction. | Bachelor's Degree in Engineering, technical field service experience, strong communication skills, and ability to work across multiple time zones. | DESCRIPTIONWe are looking for a talented Technical Support Manager - Aggreko Global Account to join our team specializing in Marketing for DBU INTERNATIONAL SUPPORT in UK, any locationIn this role, you will make an impact in the following ways:Resolve Complex Technical Issues: You'll lead root cause investigations into product failures, ensuring fast, effective resolutions that enhance product reliability and customer satisfaction.Drive Product Improvements: By gathering and analyzing customer feedback, you will propose design and service enhancements that directly influence product innovation and durability.Enhance Customer Experience: Your ability to build trust-based relationships and act as the voice of the customer will ensure their needs are understood and met, strengthening long-term partnerships.Develop Distributor Capabilities: You will assess and guide distributor technical capabilities, ensuring they can deliver high-quality fleet support aligned with internal protocols.Coach Sales and Technical Teams: Through technical coaching and mentorship, you'll elevate the performance of sales staff and junior support specialists, contributing to a more capable, confident team.Create and Improve Training Materials: Your input will help produce impactful manuals and reference guides that improve customer knowledge and product use efficiency.Advocate for Mutual Value: Using critical thinking and creative problem-solving, you will find solutions that support both the customer's needs and the company's strategic goals.Promote Cost and Efficiency Gains: By applying Six Sigma principles and continuous improvement strategies, you'll help reduce customer operating costs and improve the service lifecycle of products.As this is a global role, some flexibility outside the usual 8:00-5:00 hours may be required, while staying within the weekly hours allowed in the contract.This role is primarily remote; however, it may require occasional international travel (typically 1 to 3 times per year) as well as periodic on‑site support to resolve complex technical issuesRESPONSIBILITIESTo be successful in this role you will need the following:Strong Cross-Functional Collaboration Skills: You'll need the ability to effectively coordinate with diverse internal teams across regions to manage escalations and deliver unified solutions.Deep Technical Knowledge and Problem-Solving Ability: A solid grasp of product functionality, service protocols, and root cause analysis is essential to troubleshoot issues and drive resolution efficiently.Proficiency in Escalation Processes and Data Management: Understanding and applying standardized escalation procedures, while managing centralized data platforms and reporting tools, will be key to tracking performance and accountability.Excellent Communication and Customer Focus: Clear, proactive communication and a commitment to tailoring support to customer needs will help ensure fast resolution of critical incidents and build trust globally.QUALIFICATIONSEducation/ Experience:Bachelor's Degree in Engineering is required. Mechanical Engineering is preferred.Experience in field and/or factory service engineering is preferred.Must be a strong and effective communicator.Proactive problem solver.Ability to work effectively across multiple time zones, cultures, and language differences.Job MarketingOrganization Cummins Inc.Role Category On-site with FlexibilityJob Type Exempt - ExperiencedReqID 2424113Relocation Package No100% On-Site No