DESCRIPTION

We are looking for a talented Service Supervisor to join our team specializing in Service for Cummins Inc. in Pasco, WA.

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

1. Team Supervision : By coordinating and scheduling Technician work schedules, communicating repair plans, and monitoring productivity and quality, you will ensure efficient and high-quality service delivery. Providing coaching, feedback, and performance reviews will foster professional growth within your team.
2. Technical Support : Offering first-level support to Service Technicians and escalating issues when necessary will ensure timely and effective problem resolution, maintaining smooth operations.
3. Service Logistics Management : Managing materials, equipment, and employee use while ensuring safety and quality will optimize service logistics and operational efficiency.
4. Accurate Quoting : Developing and reviewing quotes for accuracy before communicating them to customers, and providing updates on repair status and any plan or schedule changes, will ensure transparency and customer satisfaction.
5. Continuous Improvement : Participating in continuous improvement activities by reviewing and improving processes will help the team adapt to changing customer expectations and organizational goals.
6. Repair Monitoring : Keeping track of open repairs and addressing issues that impact completion timelines will ensure repairs are completed as quoted, enhancing customer satisfaction.
7. Customer Satisfaction : Monitoring branch goals and targets, and maintaining superior customer satisfaction levels will contribute to the branch's success and reputation.
8. Customer Relationship Management : Resolving customer concerns related to warranties and developing strong relationships through professional communication will build trust and loyalty with key customers.

1. Diagnostic Skills : The ability to translate customer complaints into effective troubleshooting plans, using guided workflows, specialized tools, and diagnostic software to isolate and resolve issues. Validating repairs by duplicating complaints and documenting results will ensure successful and traceable repairs.
2. Proficiency with Electronic Service Tools : Knowledge of the hardware and software tools required for service events, and the ability to use these tools to maintain products, diagnose issues, and interpret results to determine the next steps for resolution.
3. Service Documentation Expertise : The capability to create and verify customer, equipment, and technical information, capturing specific data using required service tools, and following procedures to document all necessary information accurately in the service management system.
4. Technical Escalation Abilities : Skills in obtaining and utilizing product technical issue information, escalating issues when necessary, and capturing all troubleshooting steps in the appropriate database to ensure seamless transitions and timely responses.
5. Warranty Process Knowledge : The ability to analyze customer issues to verify root causes and associated damages, interpret warranty manuals to determine coverage eligibility, communicate repair coverage to stakeholders, and file claims accurately to receive proper settlements.

• 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.

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

• Supervises employees who install, service, and repair power generation equipment and machinery.
• Supervises Service Technicians, coordinates, and schedules Technician work; communicates repair plans to Technicians aligned with customer quotes; monitors Technician productivity and repair quality.
• Provides coaching and feedback to individual Service Technicians and/or Service Team Leaders; provides performance reviews and opportunities for professional growth.
• Provides the first level of support to Service Technicians requiring assistance; escalates technical support needs for resolution when needed.
• Manages service planning including use of materials, equipment, and employees ensuring safety, quality, and efficient operations
• Develop and/or reviews quotes for accuracy prior to communication to customers; provides updates on repair status and any plan or schedule changes.
• Participates in continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals.
• Monitors the status of open repairs with technicians; addresses issues that impact completion of the repair plan in the time quoted to customers.
• Monitors goals and targets for the branch; measures, reviews, and maintains superior customer satisfaction levels.
• Resolves customer concerns related to Cummins or distributor warranties; develops strong relationships with key customers through frequent and professional communication. Performs Ride Alongs with Technicians and conducts Supervisory Job Safety Observations at site.