Service Transformation Manager at Cummins Inc

• Coach Service Personnel: By coaching and enabling service personnel, you'll drive improved service business performance.
• Identify and Address Barriers: You'll support the identification of barriers in the service process and collaborate with regional leadership to implement customer support initiatives.
• Develop Annual Operating Plan: Leading the development of Service elements in the Annual Operating Plan (AOP), you'll support strategic initiatives and projects.
• Analyse Performance Metrics: Understanding distributor operational issues through KPIs and customer-focused metrics will be key to your role.
• Drive Service Business Growth: You'll be accountable for delivering service business growth and implementing improvement plans with stakeholders.
• Deliver Training: Providing training on systems, new technologies, applications, and reporting tools will help service locations improve their capabilities.
• Reinforce Safety Initiatives: Ensuring safety initiatives are embraced and supporting opportunities for improvement will help transform the service business to meet evolving customer expectations.
• Functional Support and Audits: Provide functional support to Channel Management and Training functions, participate in functional audits, and follow up on action plan closures.
• Service Process Implementation: Support the AFM dealer selection process, implement service processes, and onboard and develop service personnel.
• Stakeholder Reporting and Escalation Management: Manage reporting to stakeholders on distributor performance, handle customer and OEM escalations, and collaborate to address customer issues.

• Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.
• Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Customer focus - Building strong customer relationships and delivering customer-centric solutions.
• Ensures accountability - Holding self and others accountable to meet commitments.
• Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Data Communication and Visualization - Constructs a tale of the business problem, root cause, solution options, and opportunities through illustrating data visually, including reports and dashboards.
• Project Management - Establishes and maintains the balance of scope, schedule and resources for a temporary effort (a “project”). Ensures results/impact from temporary effort are fully realized as possible.
• Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

• College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required.
• This position may require licensing for compliance with export controls or sanctions regulations.
• Relevant work experience, including management experience preferred.

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