DESCRIPTION
We are looking for a talented Field Service Power Generation/Field service Engine Supervisor to join our team specializing in Service in New Hudson, MI.
In this role, you will make an impact in the following ways:
- Supervise and Coordinate Technicians : Ensure efficient scheduling and coordination of Technician work schedules, aligning repair plans with customer quotes, and monitoring productivity and repair quality.
- Provide Coaching and Feedback : Offer guidance and feedback to Service Technicians and Service Team Leaders, conducting performance reviews and fostering opportunities for professional growth.
- Support Technicians : Act as the first level of support for Service Technicians, escalating technical issues when necessary to ensure timely and effective resolutions.
- Manage Service Logistics : Oversee the use of materials, equipment, and personnel to ensure safety, quality, and efficient operations within the service branch.
- Develop Accurate Quotes : Review and develop quotes for accuracy before communicating with customers, providing updates on repair status and any changes to plans or schedules.
- Drive Continuous Improvement : Participate in continuous improvement activities by reviewing and enhancing processes to meet evolving customer expectations and organizational goals.
- Monitor Repair Status : Keep track of open repairs with technicians, addressing any issues that may impact the completion of repair plans within the quoted timeframes.
- Maintain Customer Satisfaction : Monitor branch goals and targets, ensuring superior customer satisfaction levels, resolving warranty concerns, and building strong relationships with key customers through professional communication.
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RESPONSIBILITIES
To be successful in this role you will need the following:
- Financial Acumen : Understand and interpret key financial indicators to make informed business decisions that drive profitability and efficiency.
- Communicate Effectively : Develop and deliver clear, multi-mode communications tailored to different audiences, ensuring everyone understands the message and objectives.
- Focus on Customers : Build strong relationships with customers and deliver solutions that meet their needs, enhancing customer satisfaction and loyalty.
- Direct Work Efficiently : Provide clear direction, delegate tasks appropriately, and remove obstacles to ensure work gets done efficiently and effectively.
- Ensure Accountability : Hold yourself and others accountable to meet commitments and achieve desired outcomes, fostering a culture of responsibility.
- Manage Conflict : Handle conflict situations effectively and calmly, minimizing disruptions and maintaining a positive work environment.
- Apply Diagnostic Skills : Translate customer complaints into actionable troubleshooting plans, use specialized tools to diagnose issues, validate repairs, and document results accurately.
- Utilize Electronic Service Tools : Identify and use the appropriate electronic tools for service events, interpret results, and determine the next steps for resolution.
- Document Services Accurately : Create and verify customer, equipment, and technical information, capturing specific data using required service tools and following procedures to maintain accurate records.
- Handle Technical Escalations : Obtain and utilize technical issue information, escalate issues when necessary, and document troubleshooting steps to ensure timely and accurate resolution.
- Manage Warranty Processes : Analyze customer issues, determine warranty eligibility, communicate repair coverage, and file claims accurately to ensure proper settlement.
- Value Differences : Recognize and appreciate the value of diverse perspectives and cultures, fostering an inclusive and collaborative work environment.
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:
- This is a dual-Purpose role for Field service engine and Field service power generation.
- Will require some product knowledge and possible supervisor experience.
Job Service
Organization Cummins Inc.
Role Category On-site
Job Type Exempt - Experienced
ReqID 2411337
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.