Service Supervisor

DESCRIPTION

We are looking for a talented Service Supervisor to join our team in Dearborn, MI .

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

• Effective Supervision : By supervising Service Technicians and Service Team Leaders, you will ensure efficient coordination and scheduling, aligning repair plans with customer quotes and monitoring productivity and quality.
• Coaching and Development : Providing coaching and feedback, you will support the professional growth of Service Technicians and Team Leaders, conducting performance reviews and identifying opportunities for improvement.
• Technical Support : Offering first-level support to Service Technicians, you will assist with technical issues and escalate when necessary, ensuring timely and effective resolutions.
• Logistics Management : Managing service logistics, you will optimize the use of materials, equipment, and personnel, ensuring safety, quality, and operational efficiency.
• Accurate Quoting : Developing and reviewing quotes for accuracy, you will communicate updates on repair status and any changes to plans or schedules, maintaining transparency with customers.
• Continuous Improvement : Participating in continuous improvement activities, you will review and enhance processes to meet evolving customer expectations and organizational goals.
• Repair Monitoring : Monitoring the status of open repairs, you will address issues impacting the completion of repair plans within quoted timeframes, ensuring timely delivery.
• Customer Satisfaction : By resolving customer concerns and developing strong relationships through professional communication, you will maintain superior customer satisfaction levels and uphold the company's reputation.

• Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.
• Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Customer focus - Building strong customer relationships and delivering customer-centric solutions.
• Directs work - Providing direction, delegating, and removing obstacles to get work done.
• Ensures accountability - Holding self and others accountable to meet commitments.
• Manages conflict - Handling conflict situations effectively, with a minimum of noise.
• Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.
• Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.
• Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.
• Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.
• Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using Cummins published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.
• Values differences - Recognizing the value that different perspectives and cultures bring to an 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.

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

• Manages conflict with minimum assistance.
• Manages work flow through the service department by utilizing a scheduling software.
• Issues discipline to employees.
• Works with the parts department and service department staff to ensure customers units are repaired in a timely fashion.
• Ensure quality work is being produced out to the customer.
• Ensure all safety protocols are being followed at all times.
• This is an On Site role