DESCRIPTION

GPP Database Link (https://cummins365.sharepoint.com/sites/CS38534/)

Job Summary:

As a Service Supervisor, you will play a pivotal role in ensuring the smooth operation of our service department. Your excellent customer service skills will be essential in addressing client needs and resolving any issues promptly and professionally. You will leverage your experience with scheduling to efficiently manage the daily tasks and assignments of your team, ensuring that all service, installation, and repair activities are completed on time and to the highest standards. Your computer skills will be crucial in maintaining accurate records, generating reports, and utilizing various software tools to streamline operations. Additionally, you will supervise a team of employees, providing guidance and support as they install, service, and repair equipment and machinery, ensuring that all work is performed safely and effectively.

• Supervise Service Technicians and 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.

• Provide coaching and feedback to individual Service Technicians and Service Team Leaders.
• Conduct performance reviews and identify opportunities for professional growth.

• Provide first-level support to Service Technicians requiring assistance.
• Escalate technical support needs for resolution when necessary.

• Manage the use of materials, equipment, and employees to ensure safety, quality, and efficient operations.
• Develop and review quotes for accuracy before communicating with customers.
• Provide updates on repair status and any changes to plans or schedules.

• Participate in continuous improvement activities by reviewing and improving processes to meet changing customer expectations and organizational goals.

• Monitor the status of open repairs with Technicians.
• Address issues that impact the completion of repair plans within the quoted time frame.

• Monitor and achieve 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.

• Ability to interpret and apply understanding of key financial indicators to make informed business decisions.

• Skilled in developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

• Proven track record of building strong customer relationships and delivering customer-centric solutions.

• Experience in providing direction, delegating tasks, and removing obstacles to ensure work is completed efficiently.

• Demonstrated ability to hold self and others accountable to meet commitments.

• Proficient in handling conflict situations effectively, with minimal disruption.

• Expertise in translating customer complaints into troubleshooting plans.
• Skilled in using guided workflows, procedures, and specialized equipment such as mechanical and electronic service tools.
• Ability to diagnose computer software to isolate failed components and ensure successful repairs.
• Experience in validating repairs by duplicating complaints to ensure resolution.
• Proficient in documenting troubleshooting results in business systems for payment and historical tracking.

• Knowledgeable in identifying the suite of available hardware and software tools required for service events.
• Proficient in utilizing appropriate 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.

• Skilled in creating and verifying customer, equipment, and technical information.
• Experience in capturing specific data using required service tools.
• Ability to follow procedures and document required information in the service management system to maintain accurate records of work done.

• Proficient in obtaining product technical issue information and utilizing available resources, including data management tools.
• Experience in elevating issues to higher levels of expertise, balancing timeliness of customer response with investigation efforts.
• Skilled in capturing all troubleshooting steps in the appropriate database to ensure seamless transitions and accurate responses to ticket resolution in a timely manner.

• Ability to analyze customer issues to verify root cause of failure and associated progressive damage using published service information.
• Skilled in interpreting the warranty administration manual to determine eligibility for coverage and claim requirements.
• Experience in identifying items associated with repair that can be covered and communicating this to stakeholders.
• Proficient in filing claims in the appropriate system using proper documentation and requirements to receive accurate settlements.

• Recognizes and appreciates the value that different perspectives and cultures bring 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.