Technical Service Support Specialist

The position is for a Technical Service Support Specialist who will provide troubleshooting, diagnostic and warranty and non-warranty support for diesel and spark-ignited products ranging from 2.2 to 15 liter displacement for on-highway and industrial applications. The position is 100% remote., * Provide timely and accurate diagnostic support for less complex warranty and non-warranty repair events reducing downtime and improving service responsiveness.

• Formulate and direct effective repair plans to ensure first-time fix success. Clearly and concisely document diagnostic finding and repair actions to support compliance, historical tracking and knowledge sharing.
• Assess complexity and manage escalations to higher support levels to ensure complex problems are resolved efficiently and correctly.
• Contribute to continuous improvement of diagnostic and escalation processes by identifying trends, gaps and opportunities to streamline support.
• Maintain strong technical knowledge of current and new Cummins products.
• Serve as a trusted technical resource for internal teams.

Do you have experience in Technical writing?, * Responsive: Demonstrate ownership and urgency in resolving issues while providing positive customer experiences. Seek feedback from repair locations, team members, and subject matter experts to resolve cases efficiently and accurately.

• Communication: Demonstrate detailed technical communication (verbal and written) using Write Smart guidelines, actively participating in conversations and sharing knowledge in the Knowledge Management System.
• Passion: Use a systemic, structured problem-solving approach, commit to continuous process improvement, and innovate interim solutions for customer issues.
• Self-Motivated: Able to work remotely with little supervision, managing one’s own schedule and prioritizing workload.
• Flexibility: Able to support customers both remotely and onsite, and willing to support markets outside the standard scope when necessary., * Education/Experience: A college, university, technical degree or equivalent degree in a relevant discipline or equivalent experience is required, along with an intermediate level of relevant Service work experience. Prior experience in a technical role is preferred.
• Schedule: The standard shift is 8:00 AM to 5:00 PM Eastern, Monday-Friday, but is subject to change based on customer demands, potentially including changes in hours, days, overnight, weekend, and holiday coverage.

Required Technical Skills and Tools:

• Product Skills: Highly skilled in troubleshooting, diagnostic, and warranty support for Cummins diesel and spark-ignited products (2.2-15 liter) for on-highway and industrial applications. Must be willing to adapt by learning and supporting additional product lines, including Accelera technologies (BEV, Electrolyzers, Fuel Cells), Marine products, Telematics, and Recon.
• Tools: Requires advanced electronic tooling proficiencies, use of diagnostic tools such as code readers and scan tools and experience with knowledge databases. Candidates must demonstrate the use of data and analytical tools and be willing to develop proficiency in systems like Excel and DIAdem.