Service Engineer - Olaide Quadry
This article is from the “Cummins: All Access” series, a compilation of unique, reality-based stories featuring Cummins employees. The series is designed to give a behind-the-scenes perspective of Cummins employees as they develop their careers.
It takes an inquisitive personality to be able to analyze a complex problem and understand why an issue exists. Olaide Quadry is that type of personality. He’s a highly curious engineer who realizes Cummins customers are depending on him to help resolve their service problems happening in real time.
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Olaide, a 2011 Industrial Engineering graduate from the University of Houston, is a Standard Repair Time (SRT) Service Engineer who supervises a team that develops and enhances Cummins diagnostic engineering software every day. It’s an innovative technology that guides customer through the troubleshooting action steps to increase quality of repair. The goal is to help customers implement solutions faster while avoiding scenarios that slow down the process.
“It’s important to our overall business and customers that we don’t waste anyone’s time” says Olaide. “It’s our job to make sure our customer doesn’t go through unneeded repair or diagnostic steps”.
Olaide starts his morning by collaborating with the SRT team on customer inquiries awaiting resolution. A customer could submit a request for support at any time of the day and depends on Cummins expert assessment to resolve, so it’s a time sensitive challenge the entire team thrives on.
“We realize our job is to help both our external and internal customers to interact efficiently. That might mean new ways for the customer to interface with Cummins technology, talk to our experts or quickly receive the guidance via computer or smartphone. They’re in need from the moment we start talking with them about fixing the issue. We’ve got to be our best from the moment the phone rings or the email comes across.”
By mid-morning, Olaide is engaged in a Six Sigma
project meeting to improve Cummins global troubleshooting model. It’s a meeting where members of functional teams come together to collaborate on how to serve customer needs and quickly repair product at the same time. The benefit of Cummins employees utilizing Six Sigma is to have the same tools and processes to identify and measure problems, then isolate and improve the process to control the intended outcome.
Leading the project helps Quadry realize his job impact across the Company.
“My Six Sigma project is exciting because I get to see so many perspectives. I really enjoy hearing the perspective of the customer - and we definitely utilize it to drive our viewpoint. It’s a great opportunity for our team to benefit from our customer’s experiences since they are in front of new and unique challenges in the field each day.”
Quadry meets an employee colleague from the National Society of Black Engineers
for lunch to discuss an upcoming national conference that Cummins is participating in. He enjoys giving back to NSBE, an organization that originally introduced him to many talented engineering minds while he was in college. They plan to connect inside the Cummins recruiting booth at the event and help with discussing the benefits of engineering
positions inside the company with the students who visit the booth.
After lunch, Quadry spends time with each of the engineers on his team to discuss new service requests from the field. Conversation focuses on assigning tasks and process strategy to follow up with the customer. The most difficult cases involve matching the customer’s level of training to Cummins innovative technology.
“We have the engineering experience to apply the correct fixes to the problem. The most important part is guiding the customer so it enhances their experience with our product which reduces downtime in the future. We start with the end goal in mind - helping the service technician do the job better.”
Finally, Quadry spends time at the end of his day using Cummins virtual training library and online tools to stay sharp for his current role, as well as developing his skills for his next role.
“I have all of the information about our products: diagnostic trees service manuals, electronic tools etc. at my fingertips. I want to help my team work together and serve the customer faster. We’re getting better and better each day at dealing with the challenges that different environments present to us in the real world.”