Role: Technical Service Support SpecialistLocation: PuneResponsibilities: Provide technical support for less complex service related issues.Serve as technical support resource providing diagnostic support on less complex warranty and non-warranty repair events.Formulate and direct less complex repair plans.Document the results of diagnostic and repair actions in the appropriate database clearly and concisely.Manage the escalation of complex requests to the appropriate level of support.Assists with diagnostic support and escalation process improvement activities.Maintain knowledge and technical understanding of current products and new products.Promote Cummins Service capability and service programs to increase sales.Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.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.Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.Customer focus - Building strong customer relationships and delivering customer-centric solutions.Nimble learning - Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.Resourcefulness - Securing and deploying resources effectively and efficiently.Tech savvy - Anticipating and adopting innovations in business-building digital and technology applications.ExperienceIntermediate level of relevant work experience required. Prior experience in a technical role is preferred.1. CRM by scheduled proactive customer meetings with railways.2. Collaborate with all stakeholders to enhance customer support in the railway segment for the entire west zone.3. Having a track of service KPI compliances on the railway segment for the entire west zone with support of area office representatives.4. Ensuring the SLA for the contract operating in the West zone is adhered to and if not suitable communications to all the stakeholders.5. Timely Railways MIS and issues are appropriately taken up.6. Establish connections with key levels in Railways and review service support to engines under contract (Cummins + Dealership) and drive improvements.7. Drive and improvement in quality of contract support to Railways.8. Develop a strong review mechanism for open SRN ensuring that issues are addressed timely to reduce the escalation. If any product issue, the same is taken up with the concerned team.9. Keep a record of float engines and its preservation status, also ensure that preservation is carried out at every 6 months, if not done, have a suitable communication to customers taking up and educating it.10.Tracking and ensuring BCD compliance of all warranty engines under Railways.