Service Transformation Leader
Job Description
We are looking for a talented Service Transformation Leader to join our team in Service for Cummins Ireland or UK, in Dublin or any other Cummins office this region close to major Data centers hubs.
Hybrid working schedule, normal working hours with reference to travel up to 50%
In this role, you will make an impact in the following ways:
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Monitor and optimize service performance by managing key Data Center customer KPIs, analyzing trends, and driving continuous improvement initiatives to enhance service delivery and customer satisfaction.
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Lead cross-functional service escalations across Europe, ensuring timely Root Cause Analysis (RCA), resolution, and clear communication with customers and internal stakeholders throughout the issue lifecycle.
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Drive service transformation initiatives by streamlining escalation processes, improving collaboration between engineering, service, supply chain, procurement, and other key functions to increase operational efficiency.
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Manage warranty, vendor, and parts escalations, coordinating resolution activities, internal communications, campaigns, and complex service cases to minimize customer impact.
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Coordinate strategic service operations by monitoring Data Center strategic parts availability with Supply Chain and facilitating regular collaboration meetings between regional service branches.
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Act as the primary escalation lead for critical customer issues, ensuring visibility, governance, and effective tracking of RCA performance, escalation metrics, and resolution timelines across Europe.
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Develop technical expertise and knowledge sharing by building Subject Matter Expert (SME) capability in Balance of Plant (BoP) and Data Center systems, delivering training, best practices, and technical guidance to local service teams and customers.
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Strengthen stakeholder communication and collaboration by leading customer-facing and internal communications, supporting supplier and packager escalations, and fostering alignment across regional and global teams to improve service outcomes.
External Qualifications and Competencies
To be successful in this role you will need the following:
- Technical expertise in power generation, Data Center, or aftermarket service environments, with the ability to troubleshoot complex technical issues and provide expert service support. Previous Power Generation and/or Data Center experience is preferred.
- Strong communication and stakeholder management skills, with the ability to collaborate effectively across engineering, service, supply chain, procurement, vendors, and customers. Fluent English is required.
- Experience with service support tools and systems, preferably within Cummins, along with the ability to navigate complex service processes and drive efficient issue resolution.
- Business and financial acumen, with the ability to interpret key financial indicators, evaluate business impacts, and support decisions that improve operational and customer outcomes.
- Proven ability to lead continuous improvement initiatives, demonstrating action orientation, process optimization, and accountability while managing multiple priorities and driving timely results in a fast-paced environment.
- Strong analytical and organizational skills, with the ability to manage complex situations, balance competing priorities, build customer-focused solutions, and effectively navigate cross-functional and organizational dynamics.
Additional Responsibilities Unique to this Position
Education/ Experience:
- College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required.
- Relevant work experience, including supervisory experience preferred.
About Us
Job Info
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Unit E3 North Business Park, Dublin, Co. Dublin, D11 RY81, IE
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