Career Path: Service
Organization: Cummins Inc.
Role Category: On-site
Job Type: Exempt - Experienced
ReqID: 2415894

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.

COMMUNICATION AND INTERPERSONAL SKILLS:

CLEAR COMMUNICATION: Whether it’s conveying technical information, safety protocols, or instructions, clear communication is essential. This applies to both direct interactions with the technicians and liaising with clients or other departments.
CONFLICT RESOLUTION: In a field environment, disagreements or misunderstandings may arise. A supervisor should be equipped with conflict resolution skills to ensure the team remains cohesive and focused.
CUSTOMER INTERACTION: In case the team is working on client sites, the supervisor should also be capable of interacting with customers professionally and providing updates or resolving client concerns.

DATA AND REPORTING SKILLS:

PERFORMANCE TRACKING: Tracking the performance of both the team and the equipment is essential. Supervisors should have a system in place to monitor service intervals, diagnostic data, and technician performance.
REPORTING: Supervisors should provide regular updates to upper management on the status of field operations, maintenance activities, and project timelines.

IN THIS ROLE, YOU WILL MAKE AN IMPACT IN THE FOLLOWING WAYS :

• Supervision and Scheduling : Supervise Service Technicians and Service Team Leaders, coordinate and schedule their work, ensuring efficient operations and alignment with customer quotes.
• Repair Plan Communication : Communicate repair plans to Technicians, ensuring clarity and alignment with customer expectations, and monitor productivity and repair quality.
• Coaching and Feedback : Provide coaching and feedback to Service Technicians and Team Leaders, conduct performance reviews, and offer opportunities for professional growth.
• Technical Support : Offer first-level support to Service Technicians, escalating technical issues as needed to ensure timely resolution.
• Service Logistics Management : Manage service logistics, including materials, equipment, and personnel, ensuring safety, quality, and efficiency.
• Quote Accuracy and Updates : Develop and review quotes for accuracy, communicate updates on repair status, and manage any changes to plans or schedules.
• Continuous Improvement : Participate in continuous improvement activities, reviewing and enhancing processes to meet evolving customer expectations and organizational goals.
• Customer Satisfaction : Monitor branch goals and targets, maintain high levels of customer satisfaction, resolve warranty concerns, and build strong relationships through professional communication.

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

• 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.

ADDITIONAL RESPONSIBILITIES:

A Supervisor overseeing a team of skilled technicians working with engine and power generation products in the field needs a mix of technical expertise and strong leadership skills.