Cummins Inc. Service Supervisor in Simpang Ampat, Malaysia

Service Supervisor

Description

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

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.

Qualifications

Skills

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 - Some knowledge or awareness of how to analyze issues. Demonstrates basic analysis of issues and some application of logic and problem solving skills. Identifies the connection between different issues and problems.

Manage Execution - Some knowledge or awareness about how to manage execution. Limited evidence of structured approaches to managing 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 - Basic understanding of customers.

Education, Licenses, Certifications

Technical trade school degree or equivalent education, or equivalent experience required.

Experience

Relevant work experience, including team leadership experience, preferred.

Due to mandatory requirements, the position requires to be filled by a Malaysian citizen.

Job SERVICE

Primary Location Malaysia-Pulau Pinang-Butterworth-Malaysia, Simpang Ampat, Branch - Prai

Job Type Experienced - Professional / Office

Recruitment Job Type Professional - Experienced

Job Posting Feb 20, 2017, 3:07:32 AM

Unposting Date Ongoing

Req ID: 17000022