Daniel Fedewa
ELIZABETHTOWN,IN
Summary
Accomplished professional with over 28 years of experience in digital transformation, customer, and technical support, as well as program and project management. Proven track record of leading cross-functional teams, managing multi-million-dollar budgets, and driving digital product innovation and adoption. Skilled in Six Sigma methodologies and process improvements, dedicated to identifying and implementing business process and system enhancements to optimize operations.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Director- Digital Customer Support
Cummins Inc
01.2020 - Current
- Oversaw customer support for 30 digital products across 4 business units, serving OEMs, Telematics Service Providers, large fleets, single equipment owners, and service event providers in On Highway/Automotive, Off Highway/Mining, Power Generation, and Construction markets.
- Collaborated with Product Management and Software Engineering to establish a unified triage and prioritization process for escape defects, leading to high-quality product delivery and increased user acquisition and adoption rates.
- Implemented a common ticketing system, consolidating support processes from three systems into one, enhancing efficiency for over 250 users and standardizing metrics and reporting.
- Managed a $4 million budget, overseeing staffing and operations, coaching and developing employees, and driving performance through established metrics and goals.
Director - Digital Product Management
Cummins Inc.
10.2018 - 01.2020
- Managed the digital product portfolio for Cummins Engine Business Unit, focusing on global fault monitoring and over-the-air programming for On and Off Highway markets.
- Expanded product usage to over 4000 customers and over 300,000 pieces of equipment by integrating features with OEMs and Telematics Service Providers.
- Developed and executed product vision and roadmaps, collaborating with Market Segment Leaders and Software Engineering to deliver high-value products and enhancements.
Product Manager & Planner for Digital Products
Cummins Inc.
01.2016 - 10.2018
- Drove continuous product innovation by collaborating with Market Segment Leaders, defining new products and features based on business and technical requirements across multiple business units and segments.
- Created product roadmaps and coordinated efforts with Release Train Engineers, Scrum Masters, Software Engineering, and Marketing Communication teams to design and deliver new features and enhancements.
Business Development Leader - Product Connectivity
Cummins Inc.
05.2013 - 12.2015
- Developed strategies for Digital/Connected Solution products in new markets and regions, working with OEMs, End Users, and Telematics Service Providers.
- Deployed telematics pilots Commercial Marine, Power Generation, Rail, & Construction markets, understanding the value of telematics and driving product planning and enhancements based on pilot results.
Global Warranty System & Functional Excellence Ldr
Cummins Inc.
11.2007 - 04.2013
- Led a multi-million dollar project to replace legacy warranty applications with a common system for the Engine & Power Generation Business Units.
- Lead Phase 1 of the project to develop a Charter (M0) and Contract (M1) by end of 2008, where the project was paused until 2010 due to economic conditions.
- Lead Phase 2 of the project in 2009 to improve several process in the areas of Global Warranty Functional Excellence, Warranty Return Center and Parts return projects, & a redesign of the Chrysler Warranty process in preparation for Phase 3 Kickoff.
- Lead Phase 3 of the program to implement the solution for the Global Warranty System. Managed project strategy, team development, financial tracking, and communication with leadership, achieving significant progress in design and development phases before project pause.
- Documented project details for future reuse and redeployed the team efficiently.
6 Sigma Black Belt
Cummins Inc.
03.2006 - 09.2007
- Led 6 Sigma projects for the Parts & Service Quality organization, completing 12 projects in 18 months with annualized savings of $5M.
- Managed the “Hopper” process to identify and charter new projects, supporting Green Belts with 6 Sigma tools and process questions.
Repair Logistics Support Manager
Cummins Inc.
01.2005 - 02.2006
- Reduced repair event cycle time for top heavy-duty on-highway fleets in Western, Northern, and Canadian divisions.
- Led IT projects to develop cost estimation models for new customers and improve the RLS Application, achieving significant cost savings & process improvements through Six Sigma initiatives.
Warranty Operations Team Leader
Cummins Inc.
05.2003 - 12.2004
- Led day-to-day warranty operations providing real-time support to North American Dealers and Distributors and adjudicating international claims.
- Led the recruiting efforts & improved new hire training and supported multiple Six Sigma and Customer Support Excellence projects.
- Liaison with Cummins Council's Office when lawsuits were involved warranty repairs.
Midrange & Heavy Duty Senior Service Engineer
Cummins Inc.
01.1999 - 05.2003
- Created service literature and provided technical assistance for North American service provider locations, supporting engines from 3.3L to 15L.
- Performed warranty claim and trend chart analysis, to support Rapid Problem-Solving teams to resolve product quality issues.
- Oversaw technicians to install prototype engines into customer chassis, perform regular inspections, & provided support to assigned trucks to ensure minimum customer down-time.
- Developed processes for the Infant Care period for the 2002 Heavy Duty engine launch, enhancing field issue resolution and parts return analysis.
RAPIDSERVE & Quality Review Engineer
Cummins Inc.
05.1996 - 12.1998
- Adjudicated warranty claims globally and provided real-time troubleshooting assistance to the service provider network.
- Aided in creating and implementing a new warranty audit program, performing audits to define compliance baselines and identifying improvement areas.
Education
Bachelor of Science - Automotive & Heavy Equipment Mgt
Ferris State University
Big Rapids, MI05.1996
Associate of Applied Science - Automotive Service & Technology
Ferris State University
Big Rapids, MISkills
- Digital Product Management: Road mapping, Product Lifecycle Management, Feature Prioritization, User Acquisition
- Customer Support: Customer Service Strategy, Issue Resolution, Support Metrics, Team Leadership
- Process Improvement: Six Sigma
- Project Management: Budget Management, Cross-functional Team Leadership, Strategic Planning, Risk Management
- Technical Skills: Telematics, Fault Monitoring, Over-the-Air Programming, Ticketing Systems
- Communication: Stakeholder Engagement, Cross-functional Collaboration, Technical Writing, Training & Development
Certification
- Six Sigma Black Belt
- Scaled Agile Framework (SAFe) – Leading SAFe
- Scaled Agile Framework (SAFe) – Product Owner / Product Manager
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Director- Digital Customer Support
Cummins Inc
01.2020 - Current
Director - Digital Product Management
Cummins Inc.
10.2018 - 01.2020
Product Manager & Planner for Digital Products
Cummins Inc.
01.2016 - 10.2018
Business Development Leader - Product Connectivity
Cummins Inc.
05.2013 - 12.2015
Global Warranty System & Functional Excellence Ldr
Cummins Inc.
11.2007 - 04.2013
6 Sigma Black Belt
Cummins Inc.
03.2006 - 09.2007
Repair Logistics Support Manager
Cummins Inc.
01.2005 - 02.2006
Warranty Operations Team Leader
Cummins Inc.
05.2003 - 12.2004
Midrange & Heavy Duty Senior Service Engineer
Cummins Inc.
01.1999 - 05.2003
RAPIDSERVE & Quality Review Engineer
Cummins Inc.
05.1996 - 12.1998
Bachelor of Science - Automotive & Heavy Equipment Mgt
Ferris State University
Associate of Applied Science - Automotive Service & Technology
Ferris State University