Power Onward: S1E9 - Service, the backbone of power technology

This has been generated by AI and optimized by a human.  

Show ID [00:00:03]: 

This is Power Onwards, the podcast that unveils how power technology shapes your everyday life. Power Onward. 

Show ID [00:00:22]: 

This is Power Onward, the podcast that unveils how power technology shapes your everyday life. 

Kim [00:00:31]: 

Fast shipping isn't just a convenience anymore. It's the standard two day overnight, sometimes even same day. But behind every on time delivery is a power solution. Making it happen could be an engine in a delivery truck, a generator set in a data center, housing and processing orders. And behind that machinery is a dedicated service team, 10 technicians in the field and experts in the shop keeping them running. But these service teams don't just service engines and power systems. They build trust, deliver reliability, and treat every job like it's personal. I'm Kim. 

Claudia [00:01:08]: 

And I'm Claudia. 

Kim [00:01:09]: 

Let's start on a personal note. What brought you to Cummins? 

Claudia [00:01:13]: 

I'm currently marketing and communications manager for Cummins Sales and Service North America. And for nearly 20 years now, my journey with Cummins has been a passport to the world. I have the opportunity to work in different locations in many different countries. And I have seen how our engines are the power behind the development and the success. For example, generators powering critical facilities, also powering oil and gas and mining projects, also trucks on the road or harvesters and tractors working in the field. 

Kim [00:01:59]: 

Yeah. So you've seen Cummins make an impact in a broad variety of applications. And you said this place, I want to make a difference here. 

Claudia [00:02:06]: 

Yes. And I have seen also Cummins powering remote places, like small towns, cities in remote places. And. And wow. That's the impact. It impacts you. 

Kim [00:02:18]: 

Absolutely. In seeing how Cummins makes such an impact, especially in those remote islands, remote locations where power may not be possible. How does that make you feel? 

Claudia [00:02:29]: 

It makes me feel proud, of course. And it also makes me feel proud. Our values. 

Kim [00:02:35]: 

Yes. 

Claudia [00:02:36]: 

I have seen our commitment to improving the communities in which we interact, both through our corporate responsibilities, initiatives, and also fostering a diverse culture inside of the company. 

Kim [00:02:50]: 

100%. 

Claudia [00:02:51]: 

Yeah. A culture that celebrates our differences. 

Kim [00:02:54]: 

Yes. 

Claudia [00:02:55]: 

Yes. And we all are committed to ensuring that everyone feels included, respected and empowered to be authentic. Because if you are authentic, you can really reach your full potential. 

Kim [00:03:09]: 

100%. What you said, it just hits the nail on the head. I've been with a company less than two years, but what I realized within week one onboarding is celebrating our differences and seeing how diverse our company really is. It's one of the most amazing parts about working here is I can continue to meet people like yourself and hear about your story. And you, you mentioned working in Latin America. And also in the us Talk to me about that experience. What have you seen there? What are some of your favorite stories that have come from that? 

Claudia [00:03:38]: 

You may have heard the phrase that Cummins delivers excellence through different regions. And that truly resonates with me, especially when you can see how it play out across regions facing unique challenges. It makes you say, wow. Seeing our dedicated sales and service team in the field, connecting with our customers, that is where the magic truly happens. Because they are the ones who bring the power of Cummins to life. Going above and beyond to ensure our customers achieve their own success. 

Kim [00:04:19]: 

They have a relentless dedication. That's what I've noticed. 

Claudia [00:04:22]: 

Yeah. 

Kim [00:04:23]: 

And in my experience, I go to trade shows and conferences and our customers will come up to me and say, wow, this is so great. It's so great to meet the Cummins teams. You guys help me and there's so many ways that we help them. And while I can't personally take credit for it, it is really heartwarming to hear about their experiences with service teams. 

Claudia [00:04:42]: 

Well, yes. When you hear that positive feedback from those customers, their trust on our expertise and the reliability of the power we provide for their business, it's incredibly rewarding. You, you feel proud? 

Kim [00:04:59]: 

I felt proud in that moment. I was proud of the team, I was proud of the company that I work for and it was so great. I come from a customer focus as well. In retail, it's a different side of things because now I am not speaking directly to the consumer, but for the customer and consumer to give that feedback. I always like to share it with the regional teams to make sure that they get their kudos. So tell me, Claudia, how do engines within our product portfolio actually keep all of our packages moving and all the apps and social media at our fingertips? You mentioned the service teams are the magic behind the scenes. Tell me a little bit more about that. 

Claudia [00:05:35]: 

Of course. We are teamwork in the company. Right. It's not only just one team, but if you have to say, okay, what is the behind the scene magic? I think it's made by our reliable sales and service global network. 

Kim [00:05:50]: 

Yes. Tell me more about that. How massive is it? That's mind blowing. 

Claudia [00:05:53]: 

Yes, we have a massive and amazing expert team taking care of our engines running at their best. And we are talking about being present in more or less 190 countries and territories in the world with over 19,000 locations within distributors and certified dealers. Locations that are strategically placed around the world to service our power solutions. And this is not just about repairing something when a problem arises. It is about proactive and planned maintenance service to minimize any potential downtime for our customers. 

Kim [00:06:34]: 

It's that proactivity that keeps everything running smoothly. Right. That way those problems don't need to arise. 

Claudia [00:06:40]: 

Exactly. Our goal is that our customers have a complete peace of mind knowing they have a reliable power and expert service network so they can deliver on schedule. Because it's not only about the usual red engine they are familiar with and recognizes. Comments. It's also a legacy of more than 100 years of expertise and service. 

Kim [00:07:05]: 

Claudia, can you please share more about what types of products and equipment are being serviced? 

Claudia [00:07:09]: 

Yes, of course. We service a wide range of equipment included, but not limited to Cummins power products across various industries. 

Kim [00:07:17]: 

And what are some of those industries? 

Claudia [00:07:19]: 

Just to name some of them. For example, buses, trucks, fire and emergency tracks, tractors, harvesters. We are talking on agriculture. Then we have everything about the power generation solutions. It could be also a generator for an RV or a food truck, or also a generator set to backup data centers or a hospital or generator sets to power industrial equipment or commercial buildings. But you also have power solutions for the equipment on mining and oil and gas and commercial and recreational marine. 

Kim [00:07:57]: 

That's a vast amount of knowledge to have to have and service all those things. You mentioned food trucks and data centers and hospitals and the agricultural front. My mind is spinning almost everywhere. 

Claudia [00:08:08]: 

Right? 

Kim [00:08:08]: 

Yes, I think essentially everywhere. 

Claudia [00:08:11]: 

Right. 

Kim [00:08:11]: 

But these technicians, they sound like total rock stars. Right. So what is something that most people don't know about our technicians? 

Claudia [00:08:19]: 

Well, yes, they are amazing. And something that might surprise you and the audience is how much of a proactive role they play. Because as one of my colleagues says, technicians are the backbone of the service we provide. Our technical teams are trusted advisors to our customers. They care for understanding the customer's operations and how our power solutions fit into the. Into their bigger picture. They are not just delivering a technical repair or a maintenance service. They are delivering solutions tailored to those specific needs, building a level of trust that goes beyond technical expertise and always following the top safety standards. 

Claudia [00:09:11]: 

So I had the chance to interact with technical teams, service teams, technicians and customers all together for specific projects. And you can feel the partnership, the teamwork between them. You are moved by the commitment and the passion for our brand. 

Kim [00:09:29]: 

And I think it's that same commitment and passion that I'm sure you and I both feel. It's like that's what hypes us up day in and day out to do the work that we do. Claudia, you're always smiling and you have such a Positive attitude. Can you tell our listeners why you enjoy working for Cummins so much? 

Claudia [00:09:47]: 

Well, thank you, Kim. First, I enjoy working with you a lot. And I enjoy working at Cummins because they encourage me to be authentic and they value my perspective. Just like all the other diverse viewpoints and cultures within the company. Camming has a long history embracing diversity, equity and inclusion. 

Kim [00:10:10]: 

How long? How far back? 

Claudia [00:10:11]: 

Oh, since the beginning. Since the beginning. That was the key for the innovation and the success of the company worldwide. We are encouraged to be conscious of who we are, both what you see and what you don't, as well as understanding our own privileges and biases to do something about that. There is a basis for a culture where you truly feel value for who you are and the unique perspective you give to the company, to the business, to the team. 

Kim [00:10:42]: 

Based on what you say, I can only summarize it as such. We cultivate a culture that values the power of difference. And that is something that motivates you. It motivates me. And it's encouraged us to continue to collaborate together, work together, and learn about each other's differences, but how we can work together better. 

Claudia [00:10:59]: 

Yes, exactly. 

Kim [00:11:00]: 

And I always love talking to you, Claudia. It's always such a pleasure to be able to see you in the halls and have lunch from time to time. So thank you so much for taking time to join us today on Power Onward. 

Claudia [00:11:11]: 

Thank you for having me. Thank you for the opportunity to talk to the audience about how great is Cummings and how Cummings is close to everyone. 

Kim [00:11:19]: 

All right, so what's the big idea with this episode? That two day delivery, that instantaneous movie stream? It only happens because there's power behind it and people behind the power. There is a network of people who care, technicians, service teams, and partners who make sure that the pieces behind it don't miss a beat. And when they do their jobs well, you don't even notice. And that's the point. It's the quiet reliability that keeps the world moving. 

Show ID [00:11:50]: 

Power Onward. Thank you for listening to Power Onward. Your support means the world to us. If you enjoyed this episode, please don't forget to subscribe, rate and review on your favorite podcast platform. If you want to dig deeper on what we covered today, check out the show notes for additional links or go to cummins.com podcast until next time, Power Onward. We're from Cummins, the company that's been innovating toward the future for more than a hundred years. We're no strangers to rapid change, global shifts, and economic uncertainty. We want to be your constant during the energy transition. 

Show ID [00:12:38]: 

Whenever, wherever, forever. Power onward.