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

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

TO BE SUCCESSFUL IN THIS ROLE YOU WILL NEED THE FOLLOWING:

• 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.

ADDITIONAL RESPONSIBILITIES FOR INTERNAL CANDIDATES:

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