Service Team Leader

at  Cummins Inc

JOB SUMMARY:

Supervises small groups of employees who install, service, and repair equipment and machinery.

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.
Job Service
Organization Cummins Inc.
Role Category On-site

Supervises small groups of Service Technicians; coordinates and schedules Technician work schedules; communicates repair plans to Technicians aligned with customer quotes; monitors Technician productivity and repair quality.
Provides coaching and feedback to individual Service Technicians; provides performance reviews and opportunities for professional growth.
Provides some first level of support to Service Technicians requiring assistance; escalates technical support needs for resolution when needed.
Assists with service logistics including use of materials, equipment, and employees ensuring safety, quality, and efficient operations.
Assist with reviewing quotes for accuracy prior to communication to customers; provides updates on repair status and any plan or schedule changes.
Monitors the status of open repairs with workshop technicians; addresses issues that impact completion of the repair plan in the time quoted to customers.
Responsibilities Competencies:
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.