Service Information Specialist

Description

This entry level product service focused position designs and develops service information (publications, imagery) and training to be used by the global network of field service technicians throughout Cummins. This information and training is used to support the servicing of Cummins Products while utilizing standardized tools and process to ensure quality and consistency.

Develop and manage service information from product design documentation and information provided by subject matter experts in the Engineering function

Follow standardized work procedures to promote consistent approach to Service Information and Training

Represent Service Information and training on new product introduction teams with requirements, resource plans, schedules and program status as required

Maintain the library of service information and training programs as products evolve, as safety issues arise, and as experience is gained and feedback is provided on the installation, training, operation and servicing of the product

Support regional Service Information and Training liaisons and developing technical product service information for regionally manufactured products to maintain quality and promote standardization

Evaluate and support day-to-day service information problems, customer inquiries and/or training quality to ensure accurate information in the field

Engage in improvement activities that reduce development cost, complexity and improve content quality.

Develop Service Information and Training deliverables effectively with translations and reuse in mind

Qualifications

Skills

Technical Service Information - Creates the information necessary for the service channel to efficiently and effectively troubleshoot and repair product to maximize customer uptime.

Service Information Process - Organizes product technical information by utilizing available resources including established systems, processes, tools, teams, and suppliers to deliver service information to a target audience; identifies and resolves emerging issues by breaking down complex processes, tools, systems, or agencies in order to prevent delays in the delivery of desired outcomes.

Instructional Design and Effectiveness - Analyzes, designs, develops, implements, and evaluates instructional content using Cummins methodologies and technologies to maximize learning and meet organizational needs; evaluates success indicators by using appropriate collection methods and analyzing the results to validate content effectiveness as compared to the learning objectives.

Training Delivery - Instructs learners in a manner that engages and adjusts to individual and group needs resulting in knowledge, skills and abilities that can be applied on the job.

Decision quality - Making good and timely decisions that keep the organization moving forward.

Drives results - Consistently achieving results, even under tough circumstances.

Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.

Builds networks - Effectively building formal and informal relationship networks inside and outside the organization.

Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

Project Management - Establishes and maintains the balance of scope, schedule and resources for a temporary effort (a "project").

Education, Licenses, Certifications

Demonstrated aptitude is required. College, university, or equivalent Associate's degree or certification in an appropriate STEM field is preferred.

Equivalent Bachelor's degree in a relevant discipline area may be required for select roles.

This position may require licensing for compliance with export controls or sanctions regulations.

Experience

Minimal work experience required. Preferred candidates would have relevant experience working in temporary student employment, intern, co-op, or other extracurricular team activities.

Bachelor's degree or higher in a relevant discipline area required. Engineering area preferred.

Track and close Value Package Introduction (VPI) programs for Service Information deliverables.

Track and close Current Product Support (CPS) projects for Service Information deliverables.

Write in XML.

Work in GPST and GPST2.0.

Work with other global entities (for example, UK, India, China, Brazil, etc.).

Create, edit, and publish technical service bulletins, service bulletins, installation instructions, product introductions, procedures, warranty failure codes, histories, manuals, etc.

Job ENGINEERING

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

Job Type Experienced - Exempt / Office

Recruitment Job Type Exempt - Experienced

Job Posting May 2, 2023, 12:00:00 AM

Unposting Date Ongoing

Organization Corporate

Role Category Hybrid - Potential for Partial Remote

Req ID: 230003UR