About the role
Reporting to the HHP Engineering Manager, this will see you based in our busy Newcastle branch as a part of our National High Horse Power Engineering team. This varied role will ensure no 2 days are ever the same , from answering initial customer queries, through to identifying complex service issues, initiating problem solving, documenting cost and customer impact information to establishing priority for corrective action. Y ou will quickly build your reputation and be recognised as a subject matter expert in this field by our customers and within the region.
Identify complex service issues, initiate problem solving, document cost and customer impact information to establish priority for corrective action.
Lead or manage failure analyses with Field Service, Warranty, and Engineering to communicate and define issues.
Partners with distributors, dealers and customers to support the investigation of complex escalated product issues, discuss solutions, and conduct training because of complexity, longevity and criticality.
Support product development teams and problem solving teams via the installation of field test engines or components and the monitoring and reporting of reliability data.
Participates proactively during reviews to ensure the serviceability of new components and products including the monitoring of new product performance.
Troubleshoot complex problems and recommends appropriate actions
Creates initial publication and subsequent revision of service literature.
Local and regional travel to meet project requirements particularly during commissioning periods
Relevant engineering qualification (Bachelor Mechanical Engineering – Desirable) or be trade qualified with multiple years of experience and knowledge on HHP engines
Have excellent communication and stakeholder management skills, able to advise a diverse range of customers and build relationships
A collaborative work approach, sharing knowledge and solutions with the national applications team
Have the desire to develop into a subject matter expert
What’s in it for you
Our employees develop their careers through proven development programs and challenges only a diverse, global innovator can promise. We offer 'best in class' facilities, professional leadership, competitive remuneration, and access to market leading technology. This role is offering you the opportunity to learn Cummins product skills you can use anywhere in the world via our training modules in our STAR program and our highly knowledgeable Application Engineering 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.
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.
This role does not support an expat or cross border move