Cummins Inc. Service Supervisor in Bloomington, California
Supervises employees who install, service, and repair equipment and machinery.
Supervises Service Technicians and/or Service Team Leaders;
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 and/or Service Team Leaders;
provides performance reviews and opportunities for professional growth.
Provides first level of support to Service Technicians requiring assistance;
escalates technical support needs for resolution when needed.
Manages service logistics including use of materials, equipment, and employees ensuring safety, quality, and efficient operations
Develop and/or reviews quotes for accuracy prior to communication to customers;
provides updates on repair status and any plan or schedule changes.
Participates in continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals.
Monitors the status of open repairs with technicians;
addresses issues that impact completion of the repair plan in the time quoted to customers.
Monitors goals and targets for the branch; measures, reviews, and maintains superior customer satisfaction levels. Resolves customer concerns related to Cummins or distributor warranties; develops strong relationships with key customers through frequentand professional communication.Additional Responsibilities:
Supervises in shop technicians and service administration support staff
Provides coaching and feedback to direct reports.
Utilizes tools provided to develop and manage talent
Provide first level of support for technicians requiring assistance and escalate technical support needs for resolution when needed.
Understand and model Cummins values.
Consistently demonstrate leadership behavior
Demonstrated ability to interact professionally with both internal and external stakeholders.
Ability to manage a diverse team
Ability to multitask and deliver on key performance indicators (KPls).
Ability to work in a fast-paced and ever-changing environment.
Consistently demonstrate ability to communicate effectively, both orally and electronically.
Lead by example; encourage input and creative thinking.
Channel Repair Process - QuickServe - Able to lead others in executing the QuickServe process. Demonstrate improvements using the QuickServe Customer Meter/Net Promoter Score data. Able to identify correlation between key service performance indicators and
QuickServe Customer Meter to determine how well the process is being executed.
Service Cross Functional Knowledge - Basic understanding of the service processes, both retail and service support. Experience with the tools of service such as diagnostic procedures, technical support, and reliability improvement. User should have experience
in field investigation of product failure. User should understand diagnostic procedures and how our product is serviced in the field.
Communication - Written and Verbal - Is able to effectively and clearly communicate in both written and verbal means.
Analyze Issues - Understanding of how to analyze issues. Demonstrates use of analysis skills to learn and analyze information in a timely way. Applies accurate logic in solving problems.
Manage Execution - Solid understanding of how to manage execution. Manages the performance of self and others through the use of structured tools. Delegates effectively and regularly with solid support and follow through. Uses defined processes to manage execution.
Claims Management System - Awareness of the Claims Management Systems. Also has some knowledge of Cummins products and their respective warranty coverage's.
Familiarization with the Warranty Administration Manual, campaigns, Temporary Repair Practices, and warranty alerts.
Focus on Customer Needs - Familiar with key Cummins customers. Knowledge would include business strategies, organizational structures, geographic footprints, financial results, internal processes, and primary needs for effective segmentation.
We are an Equal Opportunity Employer and do not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, gender identity, sexual orientation, national origin, disability or handicap,
or veteran status. There is no place in Cummins Pacific, LLC for an employee who uses symbols, words, or engages in activities that may reasonably be perceived as denigrating or showing hostility or aversion toward an individual because of the individual's
race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, or other status protected by law, or because of the status of the individual's relatives, friends, or associates.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
Please view Equal Employment Opportunity Posters provided by OFCCP here at http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm .
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have accessto the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosureis (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41CFR 60-1.35(c)