Customer Support Manager

Job Title

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Job Description

Responsible for cross Business Unit global customer support initiatives as defined within the lines of business. Develop and maintain external customer and channel partner relationships. Lead and resolve customer complaint and regional support related issues.

Key Responsibilities

Provides input on customer support strategies in collaboration with business leadership targeting optimum growth. Collaborate between business units and regional teams to develop Customer Support communication plans for new business and product launches. Recognizes and coordinates the resolution of support related issues that may impact organizational and customer success. Leads special projects that have cross regional implications. Develops and maintains business relationships with cross-region channel partners, OEMs, and customers supporting the organization's Aftermarket strategy. Understand market trends and product applications in identified market to drive Customer Support decisions and priorities. Lead the analysis, measurement, and reporting of Customer Support initiatives across brands, channels, regions, products, etc Assist with development of Customer Support budget, financial controls, and risk ensuring initiatives are executed efficiently and within established budgets. Recruits, selects, develops, manages, motivates, coaches, and mentors managers; provides guidance and direction on problems and issues; delegates work assignments considering employee skills and development needs. Assist with the Development and execution of the Customer Support Strategy for the business.

External Qualifications and Competencies

Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Builds effective teams - Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals. Collaborates - Building partnerships and working collaboratively with others to meet shared objectives. Cultivates innovation - Creating new and better ways for the organization to be successful. Customer focus - Building strong customer relationships and delivering customer-centric solutions. Develops talent - Developing people to meet both their career goals and the organization's goals. Drives engagement - Creating a climate where people are motivated to do their best to help the organization achieve its objectives. Ensures accountability - Holding self and others accountable to meet commitments. Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity. Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Plans and aligns - Planning and prioritizing work to meet commitments aligned with organizational goals. 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. 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.

Significant level of relevant experience, including team leadership experience, required.

Additional Responsibilities Unique to this Position

Ø Work with DBU Ø Support OEM/Channel/Sales Ø Fix local and coordinate oversea field issues(Policy/PSF)

About Us

Cummins is an equal 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, or other status protected by law.

Job Info

• Job Identification 2427423
• Job Category Service
• Posting Date 04/28/2026, 06:25 AM
• Job Schedule Full time
• Role Category On-site with Flexibility
• Locations LSH Center, 6F-8F, Building 2-B, Beijing, Beijing, 100102, CN
• Affiliated to Bargaining Unit/Trade Union No
• Relocation Eligible? No
• Does the role require work to be done 100% onsite due to its operational nature? No