客户支持海外服务-专家

该职位来源于猎聘 Job Summary

• Provides expert technical support to the Cummins service network for complex after-sales technical issues.

岗位概述

• 为本康明斯全球服务渠道处理复杂售后问题，提供专业深度技术支撑。 Key Responsibilities
• Lead the troubleshooting and root cause analysis of product and system failures, propose corrective actions, and conduct failure analysis for typical modes including PIR, CCR, HTD and TSR. Record complete diagnosis and repair information accurately in relevant business systems.
• Conduct technical knowledge management and share experience with internal teams through KMS, QSOL tickets, technical training and other channels.
• Provide on-site expert technical support as required. Participate in internal policy discussions and deliver professional technical inputs. Organize regular cross-team, cross-functional and customer communication to ensure regional information alignment.
• Investigate emerging and complex field product and process issues, deliver stable and effective technical solutions. Support field campaigns, infant care programs and VPI promotion projects as scheduled.
• Strictly follow safety standards to achieve zero-incident goals. Coach and train field service engineers to improve overall team service capability. Serve as the technical escalation contact, coordinate with TTM and engineering teams to drive product optimization and defect resolution.
• Independently implement simple Level-3 improvements, and execute complex Level-3 fixes after obtaining approval. Apply and promote standardized problem-solving methodologies such as the seven-step problem-solving process. 主要工作职责
• 牵头排查产品及系统故障，开展根因机理分析并制定整改方案，完成PIR、CCR、HTD、TSR等典型失效模式分析，规范在业务系统录入完整的诊断与维修记录。
• 负责技术知识沉淀，依托KMS知识库、QSOL工单、技术培训等方式，对内共享技术经验与服务成果。
• 按需提供现场专家技术支持，参与内部制度研讨并输出专业技术建议；定期组织跨团队、跨职能及客户沟通，保障区域信息高效同步。
• 调研市场新发复杂产品及工艺类现场问题，输出成熟可靠的技术方案；配合市场整改、新品早期质量管控及VPI增值方案推广等项目落地。
• 严格落实安全生产规范，坚守零工伤作业目标；带教培训现场服务工程师，提升团队整体服务能力。作为技术升级对接窗口，联动TTM及研发团队推进产品优化与缺陷修复。
• 独立落地简易三级改善措施，复杂三级整改经审批后实施；规范应用七步法等标准流程，高效闭环各类产品问题。 * Cummins is an equal employment 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, and/or expression, or other status protected by law. If you require any reasonable adjustments to accommodate a health condition or disability, please let us know. Your journey with us matters. *康明斯是一家提供平等就业机会的雇主。我们致力于为所有符合条件的候选人提供平等的就业机会，不因种族、性别、肤色、残障、国籍、年龄、宗教信仰、工会身份、性取向、退伍军人身份、公民身份、性别认同及／或性别表达，或其他受法律保护的身份而区别对待。如您因健康状况或残障需要合理便利，请随时告知。您在康明斯的职业旅程对我们至关重要。