Cummins Resident Technician program provides customized knowledge and operational efficiency for Oil & Gas customer
Cummins Oil & Gas team is supported by Cummins Resident Technician program that offers customers the opportunity to have assigned product technician support for extended time intervals to improve operational and financial efficiency.
Imagine hiring a personal chef to cook your meals at home. Would you rather have a new chef every time you need dinner made? Sure, maybe this provides the benefit of flexibility and variety. But would it be more valuable to hire the same chef to cook all your meals? This person will know where you live, what time you eat dinner, where you store your pots and pans and even how you like your steak cooked.
Now trade in your kitchen for a remote service facility supporting oil and gas fields, and your steak dinner for heartily engineered industrial engines. This is the value that the Cummins Resident Technician program provides for customers; a consistent, knowledgeable and customized experience that can’t be obtained with a steady rotation of even the most qualified technicians.
The Resident Technician program that Cummins offers provides an incomparable amount of value for all parties involved in the exchange. First and foremost, customers gain the customized technical knowledge by having the consistency of one expert Cummins technician at their service for long periods of time. This allows the technician to learn the do’s and don’ts of customers product, they can become familiar with typical issues or unusual failures and they get to know the customer employees and location as if it is their own home base.
In addition to elevated knowledge and familiarity, there are also financial advantages to the program. Since technicians are assigned to their specific customer, travel times are significantly reduced which affects hourly expenses associated with technical support. There are also opportunities to be more efficient with technician rates due to the long-term commitment of the program.
Secondly, the expert Cummins technician reaps similar benefits as the customer. Consistency in knowing where you’re headed, what product’s you’re working on and which applications you will be supporting provides peace of mind, in addition to the opportunity to further specialize in knowledge and skillset.
Finally, Cummins certainly has a skin in the game as well. Having long-term committed assignments for technicians not only provides operational efficiency, but the organization also knows that it is providing high-quality service to its most important stakeholders: customers. On a holistic level, the program provides significant value across the board.
One of Cummins’ Resident Technicians, Tony Kaminski, has spent most of his career over the last ten years supporting a critical oil and gas customer, Halliburton Company. Tony handles Halliburton’s Cummins products, which primarily include the QSK50 Tier 4 solution for well servicing. Here are some of Tony’s reflections on his experience as a resident technician:
“I feel very loyal to [Halliburton]. I consider them my customer and my responsibility in this portion of the country. I have made a lot of friends here and they treat me very well. [The program] is nice for me because I know where I am going every day and I know what I’m doing… it keeps stress levels lower.
The customer benefits because if you have somebody that has been with you for a while that knows your equipment very well, you can eliminate callbacks and save time. I have worked in the shop for so long, knowing something as simple as where hardware, hose clamps and fluids are stored saves time as well.”
Cummins Resident Technician program has been a successful venture for Cummins and customers to collaborate for efficiency and expertise. It has cultivated preferred processes and experiences for both customers and technicians that benefit all parties involved. While Cummins can’t promise to cook your steak perfectly, the Resident Technician program can ensure your products are serviced to your customized order.
Katie Yoder
Katie Yoder is a Marketing Communications Specialist. She joined Cummins in 2018 as a member of the trade show operations team, but now supports the Marine and Oil & Gas segments’ marketing initiatives. As a University of Wisconsin alumna, Katie spends her free time watching Badger sports.
