VACANCIES AT CUMMINS WEST AFRICA LIMITED

Cummins West Africa Limited is expanding its operation, and requires competent, brilliant and results oriented person for the following positions:

1)      SERVICE WRITER –ALL REGION (REF: 09/001)

Responsibilities:

·         Full administration of service orders to include retail and warranty as per the Quick serve service Process

·         Daily service administration to include, work records reviews service order job opening and closure and KPI report analysis

·         Combine receive and log-in all customer inquiries (walk-in, phone calls, e-mails, referrals, etc.) and ensure actions on same.

·         Develop and provide service and parts quotations for all retail service orders subject to authorization policy

·         Create customer loyalty, through pro-active communication, to include daily job progress reports on ongoing service interventions

Requirements:

·         General office administration and IT skills essential

·         Experience gained in customer facing environment essential

Experience/Skills:

·         Excellent customer relationship management

·         Excellent verbal communication, listening, feedback, delegation, fostering teamwork and multi-tasking skills

·         Ability to work under pressure and meet tight deadlines.

2)      SERVICE ADVISOR –ALL REGIONS (REF: 09/002)

Responsibility:

·         Liaise with customer and efficiently schedule service work (service contract, warranty and changeable) to meet all publishing targets

·         Create customer loyalty, through pro-active communication, to include daily job progress reports on ongoing service interventions

·         Ownership and enforcement of all service processes and procedures, ensuring adherence via regular audit and review of the KPI date suite

·         Regular (daily, weekly, and monthly ) review of performance with team and key stakeholders to ensure performance targets are being met.

·         Ability to motivate and manage a team and work with a sense of urgency in providing excellent service to our clients and customers.

Requirements:

·         Business studied qualification desirable

·         Experience gained in customer facing environment essential

Experience/Skills:

·         Excellent customer relationship management

·         Excellent verbal communication, listening, feedback, delegation, fostering teamwork and multi-tasking skills

·         Ability to work under pressure and meet tight deadlines.

·         Proven record or relevant Management skills

·         Relevant product knowledge

3)      PARTS INTERPRETER SPECIALISTS – ALL REGIONS (REF: 09/003)

Responsibilities:

·         To identify and coordinate all parts requirements and ensure delivery to point of use for service performer and or customers

·         Provide timely quotations pertaining to service Parts Filtration New and Recon Engines and to maintain the complete data from the inquiry stage

·         Support the service operations and customers with all the relevant information to offer new and worthy product solutions

·         Identify and implement on-going parts initiatives to support the achievement of service productivity and deliver continuous improvements in service efficiencies

·         Regularly check quick service on line for any part number or technical updates for parts, filters and records, inform senior Parts interpreter about key changes

Requirements:

·         General office administration and IT skills essential

·         Experience gained in customer facing environment essential

·         Parts operations or sales experience desirable

Experience /Skills:

·         Parts distribution Channel or Material Management experience preferred

·         Ability to work under pressure and meet tight deadlines.

·         Proven record or relevant Management skills

·         Relevant product knowledge

4)      SERVICE TECHNICIAN – ALL REGIONS (REF: 09/004)

Responsibilities:

·         Ability to carry out maintenance and repairs to Cummins Engines and Generator Sets

·         Ensure proper operations and maintenance of Generators

·         Complete repairs within targets times without rework

·         Have and demonstrate ability to work on own initiative within the parameters laid down

·         Work a reasonable amount of overtime to complete and clear work load

·         Ensure Cummins and customer HS and E standards are met and enforced at all times on both Cummins and customer suites.

Requirements:

·         HND/OND/DIPLOMA, City and Guide and Trade Test in Engines or Generating plant

Experience/Skills

·         Minimum of 3 years experience maintenance and repair of diesel Engines and Generator sets

·         Electrical experience an advantage but not essential

·         Ability to work under pressure and meet tight deadlines.

·         Strong communication skills

5)      SERVICE ENGINEER-

Responsibilities:

·         Ability to accurately carry out fault diagnostics and repairs to Cummins Engines and Generator Sets.

·         Complete repairs within targets times without rework, following all published procedures and policies

·         Effective coordination /supervision of service personnel or teams to ensure all service and customer requirements are met.

·         Provide technical support to relevant staff, customers and dealers as required

·         Undertakes training in line with skill requirements  (some training maybe completed

·         Ensure Cummins and customer HS and E standards are met and enforced at all times on both Cummins and customer suites.

Requirements:

·         OND/HND/B.SC in Mechanical /Electrical/ Electronic Engineering

·         Candidates who can drive will be given preference

Experience /Skills:

·         Minimum of 5 years experience as a Service Engineer

·         Experience of Cummin engines or generators would be an advantage

·         Proven background of Diesel engine or generator repair and maintenance

·         Strong communication skills

·         Ability to work under pressure and meet tight deadlines

6)      SERVICE SUPERVISOR –LAGOS (REF: 09/006)

Responsibilities:

·         Ability to motivate and manage a team and work with a sense of urgency in providing excellent service to our clients and customers.

·          Effective coordination /supervision of service personnel or teams to ensure all service and customer requirements are met.

·         Regular (daily, weekly, and monthly ) review of performance with team and key stakeholders to ensure performance targets are being met.

·         In conjunction with Quickserve Champion lead the implementation and on-going performance improvement of the Quickserve Process withinf Mining Operations and our customers

·         Accurate and timely completion of service documentation, meting Minimum claims documentation requirements (MCDR)

·         Provides technical support to all relevant staff, customers and dealers as required in conjunction with field controller

·         Work to ensure team objectives are met and look for ways further streamline policies, procedures, and ultimately increase the level of quality and customer service produced by the group.

Requirements:

·         Management qualification or experience essential

·         OND/HND/B.SC in Mechanical /Electrical/ Electronic Engineering

Experience /Skills:

·         Minimum of 5 years service experience

·         Experience of Cummins engines or generators is essential

·         Proven Man-management skills

·         Excellent verbal communication, listening, feedback, delegation, fostering teamwork and multi-tasking  skills

·         Ability to work under pressure and meet tight deadlines

7)      DIVISIONAL FIELD SERVICE ENGINEER- TECHNICAL SPECIALIST (<191TR) (REF: 09/007)

Responsibilities:

·         Provides field service engineering and technical assistance on complex issues to customers for a particular region

·         Provide early warning problem identification, technical assistance on hard diagnose issues repair quality improvement, and development of distributor and dealer personnel.

·         Provides repair locations with technical support to quickly resolve complex product issues.

·         Collaborate with cummins Service Engineering to develop complex problem identification and solutions.

·         Communicate complex investigation plans, reports and status of technical solution development with end user customers

·         Leads investigation of problems by using standard and custom problem management tools and processes, plans and monitors assignments, reviews progress and results of assigned work

Requirements:

·         OND/HND/Degree in Mechanical Engineering

·         Individual with strong computer skills (PC programs- Word, Excel, etc. Diagnostic software applications-such as INSITE, INPOWER, etc.)

·         Individuals with strong mechanical, technical, electrical/wiring electronics knowledge and hands-on experience

Experience /Skills:

·         Excellent verbal communication, listening, feedback, delegation, fostering teamwork and multi-tasking  skills

·         Diagnostics-Troubleshoots diagnostics problems able to recognize and implement minor diagnostics design changes

·         Component Failure Analysis-Demonstrate capability to analyze engine failure at the component level and to collect the relevant data to develop and support the analysis and conclusions

·         Field investigation-demonstrated results conducting field investigations including planning, organization and documentation.

8)      WORKSHOP CONTROLLER-LAGOS (REF: 09/008)

Responsibilities:

·         Supervises Workshop (Rebuild centre) Technicians; coordinates and schedule technicians work schedules, communicates repair plans to technicians aligned with customer quote

·         Monitors Technician productivity and repair quality, and provides coaching feedback to individual Service Technicians, provides performance review and opportunities for professional growth.

·         Provides first level of support to Service Technicians requiring assistance, escalates technical support needs for resolution when needed

·         Manage service logistics including use of materials, equipment, employees, ensures that workshop equipment is in repair status ans any plan or schedule changes to service Writer/Advisor

·         Participates in continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals

·         Monitor goals and targets for the rebuild activity, measures, reviews, and maintains, superior customer satisfaction levels.

Requirements:

·         Management qualification or experience essential

·         OND/HND/B.SC in Mechanical /Electrical/ Electronic Engineering.

·         Experience gained in a customer facing environment essential

Experience /Skills:

·         Excellent customer relationship management

·         Service Cross Functional knowledge-Basic understanding of the service processes, both retail and service support

·         Experience with the tools of service such as diagnostic procedures, technical support, and reliability improvement. User should understand diagnostic procedures .

·         Communication – written and verbal-is able to effectively and clearly communicate in both written and verbal means

·         Delegates effectively and regularly with solid support and follow through

·         Uses defined processes to manage execution.

·         Excellent verbal communication, listening, feedback, delegation, fostering teamwork and multi-tasking  skills

·         Ability to work under pressure and meet tight deadlines

9)      BRANCH ADMINISTRATOR – ALL REGIONS (REF; 09/009)

Responsibilities:

·         Coordinate the locations activities to ensure that the centre administration requirements are met.

·         Update and maintain all documentation policies and procedures connected with the centre ensuring that controllers are aware of any amendment or additions

·         Control and liaise between centre and Head Office on subjects such as holidays, accidents, reports, lost time, overtime paymens etc.

·         Schedule meeting between the senior manager and his direct reports and the committee and groups to which he is a member.

·         Manage and maintain the senior managers dairy and email account filtering emails, and highlighting urgent correspondence and printing attachments.

·         Ensure dairy commitments, administration and travel arrangements are managed effectively with daily communication and updates

·         Filter general information, queries, phone calls and invitations to the senior manager by redirecting or taking forward such contact as appropriate

·         Keep and maintain an accurate record of paper and electronic correspondence on behalf of the senior manager

·         Minute general meeting as required and complete research on behalf of the senior manager.

Requirements:

·         College University or equivalent experience required

·         General office administration and IT skills essential

·         Experience gained in a customer facing environment preferred.

Experience/Skills:

·         Intermediate level of relevant work experience

·         Communication – written and verbal-is able to effectively and clearly communicate in both written and verbal means

·         Ability to work under pressure and meet tight deadlines

10)   SHOP FRONT SUPERVISOR –KANO, MAKURDI, ENUGU, OSHOGBO, JOS AND LAGOS ENVIRONS (REF: 09/010)

Responsibilities:

·         Responsible for the operations and financial metrics for the locations

·         Provides input into the annual Operating plan, monitors the location to the annual operating plan, monitors all appropriate business metrics including Branch balances scorecard, profit and loss metrics, and asset metrics

·         Develops an understanding of Cummins in the line of business

·         Monitors customer programmes, promotes a culture of customer service in the branch

·         Supervises customer service through operations, oversees and enforces use of defined service processes

·         Monitors compliance with health, safety and environmental standards and compliance, actively participates I health ,safety, and environmental audits

·         Supervises facilities maintenance

·         Supervises, develops, and motivates a small team of support employees, monitors work for direct reports.

Requirements:

·         College University or equivalent degree in required Business Administration, Engineering, or related subject required

·         Experience gained in a customer facing environment preferred.

Experience/Skills:

·         Relevant work experience required, including managerial experience

·         Excellent customer relationship management

·         Communication – written and verbal-is able to effectively and clearly communicate in both written and verbal means

·         Excellent communication, listening, feedback, delegation, fostering teamwork and multi-tasking skills.

11)   REGIONAL MANAGER- SOUTH SOUTH, AND SOUTH EAST (REF: 09/011)

Responsibilities:

·         Responsible for all functional and financial metrics for the group of branches or shop fronts

·         Develops the annual operating plan with input from Business development and location

·         Managers; manages the business to the annual Operating plan, monitors all appropriate business metrics including Branch balances scorecard, profit and loss metrics, and asset metrics

·         Develops an understanding of Cummins in the line of business

·         Manages market analysis for span responsibilities

·         Ensures business growth by managing annual marketing and sales plan, develops and maintains business relationships with customers, and develops new business partners and alliance for the business segment or small geography

·         Develops a deep understanding of Cummins business in the region, globally and across all business units

·         Manages customer satisfaction for the Branches as measured by Net Promoter Score and needs of the Customer programs, encourages a culture of customer service, recruits, develops, motivates, and retains high quality customer service employees.

·         Manages compliance with health, safety and environmental standards and compliance, oversees health ,safety, and environmental audits

·         Manages, develops, and motivates employees, completes, agrees to and monitors work plans and individual development plans for location managers.

Requirements:

·         College University or equivalent degree in required Business Administration, Engineering, or related subject required

·         Experience gained in a customer facing environment preferred.

Experience/Skills:

·         Relevant work experience required, including managerial experience

·         Excellent customer relationship management

·         Communication – written and verbal-is able to effectively and clearly communicate in both written and verbal means

·         Delegates effectively and regularly with solid support and follow through

·         Uses defined processes to manage execution

·         Excellent communication, listening, feedback, delegation, fostering teamwork and multi-tasking skills.

12)   ACCOUNT MANAGER – POWER GENERATION SEGMENTS (REF: 09/012)

Responsibilities:

·         Develops, manages, and maintains business relationships with assigned accounts supporting the organization’s sales strategy

·         Extend and expands sales of products and services to existing clients

·         Leads, manages and coordinates communication and interfaces with the customer at all levels

·         Negotiates and implements contracts with accounts as authorized

·         Manages production and distribution issues associated with accounts

·         Responsible for establishing and maintaining positive customer relations

·         Acts as a champion for the voice of the customer within the business

·         Develop accounts strategy and works with key stakeholders in the business to achieve optimum results

·         Responsible for measuring customer satisfaction and creating action plans to improve satisfaction based on data

·         Manages accounts receivable deliverables including payment terms negotiation discussion

·         Drives customer focus fix signal initiative to strengthen relationship with customer

·         Drives cross business unit account development in support of account strategy.

Requirements:

·         College University or equivalent degree in Marketing, Sales, Technical or related subject or equivalent industry experience required

·         Experience gained in a customer facing environment preferred.

Experience/Skills:

·         Relevant work experience, including previous customer and/or product experience required

·         Purchasing /commercial contract negotiation preferred.

·         Excellent customer relationship management

·         Communication – written and verbal-is able to effectively and clearly communicate in both written and verbal means

·         Excellent communication, listening, feedback, delegation, fostering teamwork and multi-tasking skills.

13)   AFTERMARKET BUSINESS DEVELOPMENT MANAGER-REGIONAL MARKET SPECIFIC (REF: 09/013)

Responsibilities:

·         Develops relationships to generate customer goodwill and loyalty.

·         Sales of company’s products and services by developing new prospects and accounts

·         Supports negotiation according to company’s guidelines

·         Identifies, researches, and contacts prospective customers and builds positive relationship that will generate future sales and repeat business

·         Responds to customer concerns about the company’ and its products utilization of Cummins tools and processes (i.e customer relationship management, customer focus like sigma)

·         Extends and expands sales of products and services to existing clients.

Requirements:

·         College University or equivalent degree in Marketing, Sales, or related subject or equivalent industry experience required

·         Experience gained in a customer facing environment preferred.

Experience/Skills:

·         Significant level of relevant work experience, including previous customer and/or product experience required

·         Purchasing /commercial contract negotiation preferred.

·         Excellent customer relationship management

·         Communication – written and verbal-is able to effectively and clearly communicate in both written and verbal means

·         Excellent communication, listening, feedback, delegation, fostering teamwork and multi-tasking skills.

·         Ability to work under pressure and meet tight deadlines

14)   WARRANTY  ADMINISTRATOR – LAGOS (REF; 09/014)

Responsibilities:

·         Administers warranty claims according to the terms and conditions of Cummins products and services

·         Prepare warranty claims in a timely manner for designated locations to ensure compatibility with corporate requirements.

·         Review rejections and shortfalls on settled claims with a view to reinstateing with suppliers

·         Highlight problems associated with prepared claims review and identify corrective action for designated locations

·         Work closely with technical and Engineering group for Policy support covering issues outside warranty guideline

·         Warranty data files are maintained and updated on an on-going basis meeting Cummins minimum Claims Documentation requirements

·         Ensure timely submission of all claims.

Requirements:

·         College University or equivalent experience required.

·         Experience gained in a customer facing environment preferred.

Experience/Skills:

·         Intermediate level of relevant work experience

·         Communication – written and verbal-is able to effectively and clearly communicate in both written and verbal means

·         Ability to work under pressure and meet tight deadlines

15)   SERVICE CONTRACT  ADMINISTRATOR – LAGOS (REF; 09/015)

Responsibilities:

·         Service contract maintenance and renewals

·          Daily scheduling (where required) of service contract visits to ensure maximum contract profitability and technician efficiencies are maintained

·         Maximum up sell and remedial opportunities on all Power-Gen service contracts

·         Daily Power-Gen administration (contracts and remedial specific), to include, work record review, service order job opening and closures, and KPI report analysis

·         Create customer loyalty through pro-active communication, to include daily job progress reports on ongoing service interventions

·         Provide Administration support to the commercial sales team in the preparation of Power-Gen contracts and remedial quotations

·         Provide administration and operational support on-going basis to the service support team for all matters relating to Power-Gen service contract customers

·         Demonstrate a pro-active approach to resolve any on-going customer issues, complaints and /or invoice queries (contracts and remedial jobs only).

Requirements:

·         College University or equivalent experience required.

·         Experience gained in a customer facing environment preferred.

Experience/Skills:

·         Intermediate level of relevant work experience

·         Communication – written and verbal-is able to effectively and clearly communicate in both written and verbal means

·         Ability to work under pressure and meet tight deadlines

METHOD OF APPLICATION:

Interested applicants should send their comprehensive CV not later than two (2) weeks from the date of this publication to: africarecruitment@cummins.com. Only shortlisted candidates will be contacted, please.