Technical Support Manager - Aggreko Global Account

DESCRIPTION

We are looking for a talented Technical Support Manager - Aggreko Global Account to join our team specializing in Marketing for DBU INTERNATIONAL SUPPORT in UK, any location

In this role, you will make an impact in the following ways:

• Resolve Complex Technical Issues: You'll lead root cause investigations into product failures, ensuring fast, effective resolutions that enhance product reliability and customer satisfaction.
• Drive Product Improvements: By gathering and analyzing customer feedback, you will propose design and service enhancements that directly influence product innovation and durability.
• Enhance Customer Experience: Your ability to build trust-based relationships and act as the voice of the customer will ensure their needs are understood and met, strengthening long-term partnerships.
• Develop Distributor Capabilities: You will assess and guide distributor technical capabilities, ensuring they can deliver high-quality fleet support aligned with internal protocols.
• Coach Sales and Technical Teams: Through technical coaching and mentorship, you’ll elevate the performance of sales staff and junior support specialists, contributing to a more capable, confident team.
• Create and Improve Training Materials: Your input will help produce impactful manuals and reference guides that improve customer knowledge and product use efficiency.
• Advocate for Mutual Value: Using critical thinking and creative problem-solving, you will find solutions that support both the customer’s needs and the company’s strategic goals.
• Promote Cost and Efficiency Gains: By applying Six Sigma principles and continuous improvement strategies, you'll help reduce customer operating costs and improve the service lifecycle of products.
• As this is a global role, some flexibility outside the usual 8:00–5:00 hours may be required, while staying within the weekly hours allowed in the contract.
• This role is primarily remote; however, it may require occasional international travel (typically 1 to 3 times per year) as well as periodic on‑site support to resolve complex technical issues

RESPONSIBILITIES

To be successful in this role you will need the following:

• Strong Cross-Functional Collaboration Skills: You'll need the ability to effectively coordinate with diverse internal teams across regions to manage escalations and deliver unified solutions.
• Deep Technical Knowledge and Problem-Solving Ability: A solid grasp of product functionality, service protocols, and root cause analysis is essential to troubleshoot issues and drive resolution efficiently.
• Proficiency in Escalation Processes and Data Management: Understanding and applying standardized escalation procedures, while managing centralized data platforms and reporting tools, will be key to tracking performance and accountability.
• Excellent Communication and Customer Focus: Clear, proactive communication and a commitment to tailoring support to customer needs will help ensure fast resolution of critical incidents and build trust globally.

QUALIFICATIONS

Education/ Experience:

• Bachelor's Degree in Engineering is required. Mechanical Engineering is preferred.
• Experience in field and/or factory service engineering is preferred.
• Must be a strong and effective communicator.
• Proactive problem solver.
• Ability to work effectively across multiple time zones, cultures, and language differences.

Job Marketing

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Exempt - Experienced

ReqID 2424113

Relocation Package No

100% On-Site No