DESCRIPTION
GPP Database Link (https://cummins365.sharepoint.com/sites/CS38534/)
Job Summary:
As a Service Supervisor, you will work Monday through Friday and be on call every fifth week. In this role, you will supervise and coordinate Service Technicians and Team Leaders, ensuring efficient scheduling and high-quality repairs. You will provide coaching and feedback, conduct performance reviews, and support professional growth. Your responsibilities include offering first-level technical support, managing service logistics, and ensuring safety and quality in operations. You will also develop accurate quotes, monitor repair progress, and participate in continuous improvement activities. Additionally, you will focus on maintaining superior customer satisfaction, resolving warranty concerns, and building strong customer relationships through professional communication..
In this role you will make an impact in the following ways:
Supervision and Coordination:
- Supervise Service Technicians and/or Service Team Leaders.
- Coordinate and schedule Technician work schedules.
- Communicate repair plans to Technicians in alignment with customer quotes.
- Monitor Technician productivity and repair quality.
Coaching and Development:
- Provide coaching and feedback to individual Service Technicians and/or Service Team Leaders.
- Conduct performance reviews and identify opportunities for professional growth.
Technical Support:
- Provide first-level support to Service Technicians requiring assistance.
- Escalate technical support needs for resolution when necessary.
Service Logistics Management:
- Manage the use of materials, equipment, and employees to ensure safety, quality, and efficient operations.
- Develop and/or review quotes for accuracy before communicating to customers.
- Provide updates on repair status and any changes to plans or schedules.
Continuous Improvement:
- Participate in continuous improvement activities by reviewing, changing, and improving processes in line with evolving customer expectations and organizational goals.
Repair Monitoring:
- Monitor the status of open repairs with Technicians.
- Address issues that impact the completion of repair plans within the quoted timeframes.
Customer Satisfaction:
- 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
Competencies:
Financial Acumen:
- Ability to interpret and apply understanding of key financial indicators to make better business decisions.
Communicates Effectively:
- Skilled in developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Customer Focus:
- Proven ability to build strong customer relationships and deliver customer-centric solutions.
Directs Work:
- Experience in providing direction, delegating tasks, and removing obstacles to get work done efficiently.
Ensures Accountability:
- Demonstrated ability to hold self and others accountable to meet commitments.
Manages Conflict:
- Proficient in handling conflict situations effectively, with minimal disruption.
Diagnostics Application:
- Expertise in translating customer complaints into troubleshooting plans.
- Skilled in using guided workflows, procedures, specialized equipment, and diagnostic software to isolate and repair failed components.
- Ability to validate repairs by duplicating complaints and documenting results in business systems for payment and historical tracking.
Electronic Service Tool Application:
- Knowledge of available hardware and software tools required for service events.
- Proficient in utilizing electronic tool sets to maintain products or diagnose and troubleshoot issues.
- Ability to interpret electronic tool results or recommendations to determine next steps for service resolution.
Service Documentation:
- Experience in creating and verifying customer, equipment, and technical information.
- Ability to capture specific data using required service tools and follow procedures to document required information in the service management system.
Technical Escalation:
- Skilled in obtaining product technical issue information and utilizing available resources, including data management tools.
- Ability to elevate issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts.
- Proficient in capturing all troubleshooting steps in the appropriate database to ensure seamless transitions and accurate response to ticket resolution.
Warranty Process:
- Ability to analyze customer issues to verify root cause of failure and associated progressive damage using published service information.
- Knowledge of interpreting warranty administration manuals to determine eligibility for coverage and claim requirements.
- Skilled in identifying items associated with repair that can be covered and communicating to stakeholders.
- Experience in filing claims in the appropriate system using proper documentation and requirements to receive accurate settlement.
Values Differences:
- Recognizes and values the different perspectives and cultures that contribute to an organization. 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
Work days are Monday -Friday.
Required to be on call every 5 weeks for 1 a week at a time.
Job Service
Organization Cummins Inc.
Role Category On-site
Job Type Exempt - Experienced
Min Salary $74800
Max Salary $112200
ReqID 2405639
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.
