DESCRIPTION

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

• Supervise and Lead: Oversee small groups of Service Technicians, ensuring they are effectively coordinated and scheduled to meet customer needs.
• Repair Planning: Communicate detailed repair plans to Technicians, ensuring alignment with customer quotes and expectations.
• Performance Monitoring: Track Technician productivity and repair quality, providing regular coaching, feedback, and performance reviews to foster professional growth.
• Technical Support: Offer first-level support to Service Technicians, escalating complex technical issues as needed to ensure timely resolution.
• Service Logistics: Manage the use of materials, equipment, and personnel to ensure safe, high-quality, and efficient operations.
• Customer Communication: Review and verify the accuracy of quotes before communicating with customers, providing regular updates on repair status and any changes to plans or schedules.
• Issue Resolution: Monitor open repairs, addressing any issues that may impact the timely completion of repair plans.

• Financial Acumen: Ability to interpret and apply understanding of key financial indicators to make informed business decisions.
• Effective Communication: Skill 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.
• Leadership: Competence in providing direction, delegating tasks, and removing obstacles to ensure work gets done efficiently.
• Accountability: Holding self and others accountable to meet commitments and deliver high-quality results.
• Conflict Management: Effectively handling conflict situations with minimal disruption.
• Technical Diagnostics: Translating customer complaints into actionable troubleshooting plans, using specialized tools and software to diagnose and resolve issues.
• Electronic Tools Proficiency: Utilizing appropriate electronic tools to maintain products or diagnose and troubleshoot issues, interpreting results to determine next steps.
• Service Documentation: Creating and verifying customer, equipment, and technical information, ensuring accurate records of work performed.
• Technical Escalation: Elevating complex technical issues to higher levels of expertise, ensuring thorough documentation and timely resolution.
• Warranty Process Management: Analyzing customer issues to verify root causes and filing accurate claims to ensure proper settlement.
• Valuing Diversity: Recognizing and appreciating the value that different perspectives and cultures bring to the organization.

• 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.

• Relevant work experience in a technical field, including team leadership experience, preferred.

1. PowerGen SVC Supervisor Tasks:
2. Create daily service plans using Guidanz.
3. Manage parts requests and shipments.
4. Oversee administrative work and job closing management.
5. Review warranty and BIS service reports and provide technical support.
6. Support aftermarket team service sales with quotations and technical support.
7. PowerGen Field SVC Tasks:
8. Handle genset warranty and chargeable service.
9. Provide G-Drive Engine warranty service and O&M training.
10. Service electric parts (Gen Control Panel, alternator, starter, etc.).
11. Conduct generator installation inspections, commissioning, pre-use inspections, and witness tests.
12. Service Marketing Support:
13. Share PG customer information and update customer profiles.
14. Assist with quotations.
15. PG DFSE Counterpart:
16. Support DFSE team with PG issues verification.
17. Research and provide solutions for critical or hard issues.