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Cummins Inc. Service Leader - Nordics in Marsta, Sweden

Service Leader - Nordics


Our culture believes in POWERING YOUR POTENTIAL . We provide global opportunities to develop your career, make your community a better place and work with today’s most innovative thinkers to solve the world’s toughest problems.

We believe in flexibility for you to explore your passions while making an impact through meaningful work within our inclusive workforce. That’s what #LifeAtCummins is all about.

We are looking for a talented Service Leader to join our team specializing in Aftermarket Service for our Distribution Business Unit in Stockholm.

In this role, you will make an impact in the following ways:

  • Leading a Team of 2 Service Coordinators and 6 Service Technicians throughout the Nordics Region.

  • Manage the effective running of Service support structures for all customer types - OEM, Dealer, Fleet and end user.

  • Service Forecasting - Collecting and assessing customer data from internal and external sources; compares against historical data to determine useful inputs and create a forecast of future service needs

  • Resolves customer concerns related to Cummins or distributor warranties; develops strong relationships with key customers through frequent and professional communication.

  • 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.



To be successful in this role you will need the following:

  • Previous experience working with Diesel Engine Products

  • Previous experience leading teams of Service Technicians

  • Must have Customer Service and Customer Management skills

  • Must speak Swedish and/or Norwegian

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.

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.

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.

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.

Electronic Service Tool Development - Explains scope of all primary electronic troubleshooting tools to understand which tools are applicable; identifies clear and robust design requirements by following the required process to ensure design meets or exceeds requirements; develops and executes test plans to validate the service tool.

Ensures accountability - Holding self and others accountable to meet commitments.

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Manages conflict - Handling conflict situations effectively, with a minimum of noise.

Customer focus - Building strong customer relationships and delivering customer-centric solutions.

Directs work - Providing direction, delegating, and removing obstacles to get work done.

Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.

Education, Licenses, Certifications

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

This position may require licensing for compliance with export controls or sanctions regulations.


Intermediate level of relevant work experience, including team leadership experience, required.

Additional Responsibilities (Locally Defined)

Manage the effective running of Service support structures for all customer types - OEM, Dealer, Fleet and end user.

Support the development of the AOP, SPP, DAOP process and direction for Service.

Lead continuous improvement activities to achieve goals and objectives while ensuring customer needs are met without interruption to service levels.

Responsibility for customer support excellence, utilizing functional tools and processes, to attain superior customer satisfaction levels. Establish positive and professional working relationships with key customers.

Ensures the volume and quality of work produced meets company standards and ensures customer satisfaction.

Manage the operational costs to efficiently run the service function.

Ensure adherence to HS&E initiatives/procedures, including JSO, JSA requirements. Ensure service staff participates in Health and Safety meetings. Report all hazards and accidents.

Supervise the Service Team including handling escalated and unresolved warranty alerts.

Responsible for the performance management of direct reports including completion of Bi annual reviews, development planning and provide coaching to both direct to indirect employees.

Submission of Reports, Capability Studies, Business Case Assessments

Maintain and secure all company assets, including service department vehicles and tooling

Work with dealers to design, implement and manage local parts initiatives

Coach local staff in direction of new business and identifying new opportunities

Provide technical expertise and develop regional parts system knowledge

Support resolution of issues at dealer level with regards to parts and service

Provide definition on how to structure pricing decisions to local entities

Develop and maintain appropriate service support in the region

Build positive working relationships with key customers

Work with local logistics people to influence stocking/inventory management

Liaise with internal departments, suppliers, Cummins Inc. and individuals to achieve department, company and customer requirements

Service Forecasting - Collects and assesses customer data from internal and external sources; compares against historical data to determine useful inputs and create a forecast of future service needs

Other duties and responsibilities as determined by the Regional Leader.

Additional Skills, knowledge & Experience (Locally Defined):

Strong sales and negotiation skills

Proven customer focused approach

Significant technical knowledge of diesel engines

Business Finance Awareness required (AOP, budgets, Managing costs, gross margin etc.)

Fluent in local language (Swedish) and English

Driving license class: B


Primary Location Sweden-Stockholm-Stockholm-Sweden, Marsta, Cummins Sweden DBU

Job Type Experienced - Exempt / Office

Recruitment Job Type Exempt - Experienced

Job Posting Jan 14, 2021, 11:33:47 AM

Unposting Date Ongoing

Req ID: 2100001D