Service Supervisor

Description

Job Summary:

This position supports our local mining and industrial market segment, requiring the candidate to have significant experience in a relevant field. The role involves supervising technicians who work remotely for the majority of their assignments, necessitating a dynamic approach to communication and experience in managing remote teams. A thorough understanding of goods and service transactions with large organizations and the ability to deal with multiple stakeholders throughout repair events is essential. The position supports a workforce outside of normal working hours, requiring availability to respond to technicians at all hours. Additionally, the candidate will be assigned to an on-call rotation to support our local customer base that operates 24/7. Experience in customer correspondence, both written and verbal, is necessary. Preferred qualifications include experience and certifications for operating DOT-regulated vehicles. The role also requires managing a team to ensure compliance with both internal Cummins policies and the customer's policies and regulations at the work site. While direct experience as a field service technician is preferred, applicable experience will be considered.

In this role you will make an impact in the following ways:

• Supervise Service Technicians and/or Service Team Leaders.
• Coordinate and schedule Technician work schedules.
• Communicate repair plans to Technicians aligned with customer quotes.
• Monitor Technician productivity and repair quality.
• Provide coaching and feedback to individual Service Technicians and/or Service Team Leaders.
• Conduct performance reviews and identify opportunities for professional growth.
• Provide first-level support to Service Technicians requiring assistance; escalate technical support needs when necessary.
• Manage service logistics, including the use of materials, equipment, and employees, ensuring safety, quality, and efficient operations.
• Develop and/or review quotes for accuracy prior to communication to customers.
• Provide updates on repair status and any plan or schedule changes.
• Participate in continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations and organizational goals.
• Monitor the status of open repairs with technicians; address issues impacting the completion of the repair plan within the quoted time.
• Monitor goals and targets for the branch; measure, review, and maintain superior customer satisfaction levels.
• Resolve customer concerns related to Cummins or distributor warranties.
• Develop strong relationships with key customers through frequent and professional communication.
  
  

Responsibilities

To be successful in this role you will need the following:

• Financial Acumen: Interpreting and applying an understanding of key financial indicators to make better business decisions. This involves analyzing financial statements, budgets, and forecasts to identify trends and opportunities. It includes understanding the impact of financial decisions on the overall business, such as cost management, revenue generation, and profitability. By leveraging financial data, you can make informed decisions that drive business growth and efficiency.
• Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. This includes tailoring messages to suit various stakeholders, whether through written reports, presentations, or verbal communication. Effective communication ensures that information is shared clearly and concisely, fostering understanding and collaboration. It also involves active listening and feedback to ensure that the message is received as intended.
• Customer Focus: Building strong customer relationships and delivering customer-centric solutions. This means understanding the needs and expectations of customers and striving to exceed them. It involves being responsive to customer inquiries, providing timely and effective solutions, and continuously seeking ways to improve the customer experience. By prioritizing customer satisfaction, you can build loyalty and long-term relationships that benefit both the customer and the business.
• Directs Work: Providing direction, delegating, and removing obstacles to get work done. This involves setting clear goals and expectations for team members, assigning tasks based on individual strengths and capabilities, and ensuring that resources are available to complete the work. It also includes monitoring progress, providing guidance and support, and addressing any issues that may arise. Effective direction ensures that work is completed efficiently and to a high standard.
• Ensures Accountability: Holding self and others accountable to meet commitments. This means setting clear expectations and standards for performance and ensuring that they are met. It involves regularly reviewing progress, providing constructive feedback, and addressing any performance issues promptly. By fostering a culture of accountability, you can ensure that everyone takes responsibility for their actions and contributes to the success of the team and organization.
• Manages Conflict: Handling conflict situations effectively, with a minimum of noise. This involves recognizing and addressing conflicts early, using effective communication and problem-solving skills to resolve issues. It includes understanding the perspectives of all parties involved, finding common ground, and negotiating solutions that are acceptable to everyone. By managing conflict constructively, you can maintain a positive and productive work environment.
• Diagnostics Application: Translating customer complaints to develop a troubleshooting plan. This involves using guided workflows, procedures, and specialized equipment such as mechanical and electronic service tools to diagnose issues. It includes using diagnostic software to isolate failed components and ensure a successful repair. After resolving the issue, you validate the repair by duplicating the complaint to confirm it has been fixed. Documenting the results of troubleshooting in business systems is essential for payment and historical tracking.
• Electronic Service Tool Application: Identifying the suite of available hardware and software tools required for a service event. This involves using the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue. It includes interpreting the results or recommendations from electronic tools to determine the next steps for service resolution. By effectively using these tools, you can ensure accurate and efficient repairs.
• Service Documentation: Creating and verifying customer, equipment, and technical information. This involves capturing specific data using required service tools and following procedures to document the necessary information in the service management system. Accurate documentation ensures that there is a reliable record of the work done, which is essential for future reference and accountability.
• Technical Escalation: Obtaining product technical issue information and utilizing available resources, including data management tools. This involves elevating issues to a higher level of expertise when necessary, balancing the timeliness of customer response with investigation efforts. Capturing all troubleshooting steps in the appropriate database ensures seamless transitions and accurate responses to ticket resolution in a timely manner.
• Warranty Process: Analyzing customer issues to verify the root cause of failure and associated progressive damage using Cummins published service information. This involves interpreting the warranty administration manual to determine eligibility for coverage and claim requirements. Identifying items associated with repair that can be covered and communicating this to stakeholders is essential. Filing a claim in the appropriate system with proper documentation ensures accurate settlement.
• Values Differences: Recognizing the value that different perspectives and cultures bring to an organization. This involves appreciating and leveraging diverse viewpoints to enhance decision-making and innovation. It includes fostering an inclusive environment where everyone feels valued and respected, and where diverse ideas and contributions are encouraged and celebrated.
  
  

Education, Licenses, Certifications

• College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required.
• This position may require licensing for compliance with export controls or sanctions regulations.
  
  

Experience

• Intermediate level of relevant work experience in a technical field, including team leadership experience, required.
  
  

Qualifications

Additional Information:

• College, university, or equivalent degree in a relevant discipline recommended.
• This position supports our local mining/industrial market segment, the candidate should have a significant portion of their experience in an applicable field.
• This position requires supervising technicians working in a remote capacity for the majority of their assignments, so a dynamic approach to communication is required and experience of this nature is desired
• An experienced understanding of goods and service transactions with large organizations and dealing with multiple stakeholders throughout repair events is required
• This positions supports a workforce outside of normal working hours, being available to respond at all hours to assigned technicians is required
• This position requires being assigned to an on-call rotation in order to support our local customer base that operates 24/7
• Experience with customer correspondence, written and verbal
• Experience/certifications for operating DOT regulated vehicles preferred
• This positions requires managing a team to compliance on not just Internal Cummins specific policies but additionally to the customers policies/regulations at the site at which work is being performed.
• Direct experience as a field service technician is preferred but applicable experience will be considered
  
  

Job Service

Organization Cummins Inc.

Role Category On-site

Job Type Exempt - Experienced

Min Salary $76800

Max Salary $115200

ReqID 2410787

Relocation Package Yes

Cummins and E-Verify

At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates the right to work using E-Verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. Visit http://EEOC.gov to know your rights on workplace discrimination.