Cummins Inc. Customer Support and Service Director, Battery Systems (Columbus IN or UK -Milton Keynes) in Columbus, Indiana

Customer Support and Service Director, Battery Systems (Columbus IN or UK -Milton Keynes)

Description

Cummins is a place big enough to coach and develop a global workforce and create the world’s leading clean, engine technology. We’re also small enough for you to find your fit and personal passion with a team of dependable, innovative thinkers who are developing their careers within a diverse, inclusive, empowering environment.

Learn more about this role and how you can begin Working Right .

Cummins delivers reliable, durable, high performing products to our global partners. Working in an innovative space, you’ll develop high tech solutions that will fuel your advanced career skill set and empower you to own your career. Our integrated businesses demand the talents and creativity of individuals with a wide range of skills and experience.

This is an exciting opportunity in Columbus, Indiana or UK (Milton Keyes) for a Customer Support and Service Director, Battery Systems. In this role, the incumbent would be responsible for the following:

  • Accountable for cross Business Unit global customer support initiatives as defined within the lines of business. Develop and maintain external customer and channel partner relationships.

  • Lead and resolve customer complaint and regional support related issues.

  • Builds customer support strategies in collaboration with business leadership targeting optimum growth.

  • Collaborate between business units and regional teams to develop Customer Support communication plans for new business and product launches.

  • Anticipates, recognizes, executes and coordinates the resolution of support related issues that may impact organizational and customer success.

  • Oversees special projects that have cross regional implications.

  • Develops and maintains long-term, strategic business relationships with complex, cross-region channel partners, OEMs, and customers supporting the organization's Aftermarket strategy.

  • Builds excellent relationships with customer business executives and their internal leadership.

  • Understand market trends and product applications in identified market to drive Customer Support decisions and priorities.

  • Oversees the analysis, measurement, and reporting of Customer Support initiatives across brands, channels, regions, products, etc

  • Develops and manages Customer Support budget, financial controls, and risk ensuring initiatives are executed efficiently and within established budgets.

  • Recruits, selects, develops, manages, motivates, coaches, and mentors managers; provides guidance and direction on problems and issues; delegates work assignments considering employee skills and development needs.

  • Responsible for the Design, Development, and execution of the Customer Support Strategy for the business.

Qualifications

Skills

Champion Change - Demonstrated results indicating deep knowledge of change management processes, systems and tools. Considers change management implications in decision-making processes to anticipate potential barriers. Demonstrates the ability to coach others in change management processes and systems.

Set the Aim - Role models set the aim behaviors. Can coach others on using the set the aim skills. Assesses the collective capabilities of the organization in this skill.

Think Strategically - Proven effectiveness in role modeling think strategically behaviors. Understands the impact of global trends on the organization's plans and growth. Champions strategic initiatives across organizational boundaries. Ensures alignment by keeping long-term strategies in focus as others execute short-term plans. Develops effective, profitable approaches.

Motivate Others - Demonstrated ability to improve and expand the application of motivating others. Successfully pushes entire organizations to achieve bottom line results while being positive and supportive. Highly skilled in motivating individuals and teams facing significant risks and challenges.

Establishes Plans - Demonstrated ability to establish structured plans for critical initiatives spanning a variety of organizations with significant organizational impact. Integrates planning efforts across the overall organization. Solicits feedback from global internal and external customers and ensures requirements are addressed. Translates strategic goals into specific tactics and objectives to support organization's vision.

Conflict Management - Brings conflict and disagreement into the open and facilitates the resolution process while maintaining a constructive working relationship. Effectively works through complex conflict situations.

Focus On Customer Needs - Leading authority with respect to customer needs and interactions. Able to train specialists. Knowledge of competitive alternatives. Able to directly influence the customers response to those alternatives.

Education, Licenses, Certifications

College, university, or equivalent degree in field appropriate for the function required. Green Belt certification required.

Experience

Significant level of relevant experience, including managerial and budgetary experience, required.

Lead the development and support execution of a medium term vision for the Battery Systems customer support offerings and experiences we want to deliver. Following the broader vision will be expected to build a strategy and tactical plan which translates these items into actions/initiatives which can be executed across the broader Cummins sales, service, and support network;

Ability to communicate and collaborate across multiple stakeholder group within Cummins including the broader operating business units and myriad functions which will be required to execute the plan effectively;

Candidate will possess a combination of the following characteristics which will be critical to driving success for end users and customers total experience: a sense of urgency to respond and resolve issues; proactive nature in order to anticipate potential issues ("see around corners") based on prior experience/data/knowledge; positive and optimistic; dependable and creative;

Lead the development of a support plan for "Early Learners" programs where the EPBU will be partnering with other Cummins business units and customers to trial batteries in myriad installations to determine commercial viability. It will be expected that the Customer Support and Service Director will be in a position to lead design and development of support plans leveraging a wide group of stakeholders;

Ability to understand customer and stakeholder needs through myriad approaches, including but not limited to, observing customers and stakeholders in their environment; translating these requirements and needs into tools and business requirements, and then identifying a process to test the solutions to ensure they fully meet the needs of the customers or stakeholders;

Expected to determine how to leverage existing CSO infrastructure and organization when appropriate; in addition the ability to create different processes and systems as needed to drive success in the battery systems business;

Experience with service and support models in the broader battery systems and battery electric powered equipment industry will be seen as a plus; if no experience then there will be an expectation to learn quickly about the product, technology, and requirements. In addition experience with broader battery systems ecosystems (charging stations/infrastructure, control systems for charging/discharging, and wider electrified powertrains) will be seen as a plus.

Location considerations:

  • Position is being posted out of Columbus but will be open to basing the position out of the UK (Milton Keynes) if that proves more suitable for the role and applicant;

  • Travel will be expected to be 25-50% (or more on occasion) as our end use markets grow and the need for being in the field may be more demanding at times than others

Compensation and Benefits

Base annual salary commensurate with experience plus annual variable compensation. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage and a full complement of personal and professional benefits.

Cummins and E-verify

At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates right to work using E-Verify. Cummins will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.

Ready to think beyond your desk? Apply for this opportunity to start your career with Cummins today. careers.cummins.com

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NAD

Cummins is a place big enough to coach and develop a global workforce and create the world’s leading clean, engine technology. We’re also small enough for you to find your fit and personal passion with a team of dependable, innovative thinkers who are developing their careers within a diverse, inclusive, empowering environment.

Learn more about this role and how you can begin Working Right .

Our Distribution Business consists of 17 company-owned distributors and 10 joint ventures, covering 90 countries and territories through 233 locations. Through this network, trained personnel sell and distribute Cummins-branded products, related services and broader solutions such as maintenance contracts, engineering services and customized integrated products. Our integrated businesses demand the talents and creativity of individuals with a wide range of skills and experience.

Job SERVICE

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

Job Type Experienced - Professional / Office

Recruitment Job Type Professional - Experienced

Job Posting May 1, 2018, 8:42:57 AM

Unposting Date Ongoing

Req ID: 180002LG