Job Description

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.”

Key Responsibilities:

• 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.

Competencies:

• 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.
• 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.
• Product Serviceability Requirements and Review - Structures and publishes procedures that technicians follow to safely repair and maintain products, whilst ensuring repairable components are accessible.
• 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.
• Technical Service Information - Creates the information necessary for the service channel to efficiently and effectively troubleshoot and repair product to maximize customer uptime.
• Builds networks - Effectively building formal and informal relationship networks inside and outside the organization.
• Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Decision quality - Making good and timely decisions that keep the organization moving forward.
• Drives results - Consistently achieving results, even under tough circumstances.
• Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Resourcefulness - Securing and deploying resources effectively and efficiently.
• Values differences - Recognizing the value that different perspectives and cultures bring to an organization.
• Cross-Functional Design Integration - Translates the value package requirements that include the voices of many stakeholders into virtual designs, and communicates the capability of the design through an approved cross-functional design review.
• Product Development Execution, Monitoring and Control - Plans, schedules, coordinates and executes the activities involved in developing a product to a respectively aligned hierarchy of requirements and technical profiles; monitors and communicates across functional boundaries to meet project resource and quality expectations; ensures product capability meets or exceeds expectations and takes mitigating actions when project risks are higher than expected; understands the full product life cycle process and stakeholders.
• Product Failure Mode Avoidance - Mitigates potential product failure modes, by identifying interfaces, functions, functional requirements, interactions, control factors, noise factors, and prioritized potential failure modes and potential failure causes for the system of interest to effectively and efficiently improve the reliability of Cummins’ products.
• Systems Thinking - Defines the system of interest by drawing the boundaries, identifying its context within its environment, its interfaces, and that it has a lifecycle to aid in planning the problem statement, scope and deliverables ; analyzes linkages and interactions between elements that comprise the system of interest by using appropriate methods, models and integration of outcomes to understand the system, predict its behavior and devise modifications to it in order to produce the desired effects.

Education, Licenses, Certifications:

• College, university, or equivalent Bachelor's degree in Engineering or appropriate STEM field is required.
• Post-graduate (Master's) degree relevant to this discipline area may be required for select roles.
• 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.

• In this role, the Service Engineer is expected to work closely with the CBU/EBU engineering teams as well as the sales teams, engaging in a wide range of service engineering activities.
• The primary role is to support self-service OEM customers who are out of scope from the DBU service support model.
• This includes operational support, inspections, and technical analysis for production, aftermarket, value package introduction (VPI), and failure investigations.
• The position spans both the on‑highway and off‑highway business units, with primary responsibility in the broader scope of EBU and additional support for CBU as required.
• The role also contributes to the development and implementation of preventive and corrective actions aimed at improving product reliability and minimizing customer downtime.
• The engineer will work with automotive and industrial vehicle/construction equipment manufacturers (e.g., Isuzu, Hino, UD Trucks, Komatsu, Hitachi, etc.).
• Focus on In-Service (AIS) quality Improvement on products as explained below.

1. Collaborate with the Quality Assurance department or the relevant service department when an issue occurs and execute appropriate actions, internally and externally.
2. Clarify Step 1 and take the lead in preparing instructions for Step 3 (Short-term action).
3. During root cause investigation, seek support from subject matter experts and related departments as necessary, as well as working closely with OEM counterparts.
4. Enter required information into internal systems such as Product Problem Solving and Analysis Led Field Actions and share it with the global team.
5. Ensure proper implementation of Step 6 (Long-term action) and establish mutual confirmation of completion.
6. Submit reports to the Senior Engineer and upload them to the designated systems.
7. Support the other team members for the shipment arrangements of failed parts and engineering tools.
8. Provide service support during the Value Package Introduction phase (primarily for Parts Information Tool Training Infant care).
9. Support maintenance and import/export handling of Value Package Introduction parts.
10. Provide local analysis support for CBU/EBU business operations in Japan.
11. Support the other team members for self-service OEM accounts around “service parts”, “publication updates”, and “warranty claim filing” during the current product support stage.

• この役割において、サービスエンジニアはCBU/EBUのエンジニアリングチームおよび営業チームと協力し、幅広いサービスエンジニアリング活動に従事することが期待されています。
• 主たる役割は、DBUのサービスサポート対象から外れるセルフサービスOEMになります。
• これには、生産用、アフターマーケット用、バリューパッケージイントロダクション（VPI）、または故障分析のいずれの用途であっても、運用中のサポート、検査、技術分析が含まれます。
• このポジションは、オンハイウェイとオフハイウェイのビジネスユニットを跨ぎ、主にEBUの広範な範囲で活動し、必要に応じてCBUも対象とします。
• さらに、製品の信頼性向上と顧客のダウンタイム最小化を目的とした予防的・是正措置の開発と実施に貢献します。
• 自動車及び産業用の車両・建機メーカーに従事。（いすゞ、日野、UD、コマツ、日立等）
• 以下に記載された市場不具合 (AIS) 対応を主業務とする。

1. 不具合発生時に社内外で品質保証部もしくは該当のサービス部と連携し、適切な対応を実施する。
2. Step 1を明確にし、Step 3 (暫定対策)の要領書を作成するなどして指揮をとる。
3. 要因分析の段階で、適宜、車両メーカー側担当とも連携し有識者や関連部門の関係者にも協力を求める。
4. PPS（問題解決手法）, ALFA（市場措置検討）などの社内システムに情報を入力し、Global teamと共有する。
5. Step 6（恒久対策）の実施と、実施の事実の相互確認を明確にする。
6. 報告書をシニアエンジニアおよびシステムに提出。
7. 不具合部品やエンジニアリングツールの出荷手配のチームメンバーへのサポート。
8. VPI期間におけるサービスサポートの提供（PITTI部品・サービス情報・教育・特殊工具・初期不具合対応）中心）。
9. VPI部品のメンテナンス及び、輸出入のサポート
10. 日本におけるCBU/EBU事業における１次調査分析支援。
11. 量産開始後の、セルフサービスOEMへの「補給部品」、「サービスマニュアル/パーカタ等出版関係」、「ワランティー申請」のサポート

Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.