Cummins Inc. Service Operations Manager in Minato, Japan
Service Operations Manager
Manages the day-to-day operations at a defined location; responsible for all functions and financial metrics in a specific branch with multiple lines of business.
Responsible for all functions and financial metrics for the branch.
Provides input into the Annual Operating Plan; manages the branch to the Annual Operating Plan; monitors all appropriate business metrics including Branch balanced scorecard, profit and loss metrics, and asset metrics.
Provides input into annual marketing and sales plan; develops and maintains business relationships with customers, and develops new business partners and alliances for the branch.
Develops an understanding of Cummins’ business in the region, globally, and across all business units.
Manages customer satisfaction for the Branch as measured by Net Promoter Score and Lens of the Customer programs; develops a culture of customer service in the branch; recruits, develops, motivates, and retains high quality customer service employees.
Manages customer service through Branch operations; implements and enforces use of defined service processes.
Manages warranty submission and rejection for the branch; develops an understanding of repetitive warranty issues and provides feedback to the organization to ensure product and service improvement; monitors Repair Event Cycle Time and manages process improvements within the branch.
Manages compliance with health, safety, and environmental standards and compliance; actively participates in health, safety, and environment audits.
Ensures that employees understand Cummins’ culture of corporate responsibility.
Manages facilities maintenance; manages leases; recommends changes to facilities as appropriate.
Manages, develops, and motivates employees; completes, agrees to and monitors work plans and Individual Development Plans for direct reports.
Builds effective teams - Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
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.
Decision quality - Making good and timely decisions that keep the organization moving forward.
Develops talent - Developing people to meet both their career goals and the organization’s goals.
Directs work - Providing direction, delegating, and removing obstacles to get work done.
Drives engagement - Creating a climate where people are motivated to do their best to help the organization achieve its objectives.
Drives results - Consistently achieving results, even under tough circumstances.
Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.
Manages conflict - Handling conflict situations effectively, with a minimum of noise.
Influence Health and Safety Culture - Champions positive health and safety behaviors by influencing leaders and employees to create the right environment.
Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.
Education, Licenses, Certifications
College, university, or equivalent degree in required Business Administration, Engineering, or related subject required.
Six Sigma Green Belt certification required.
Significant relevant experience required, including managerial and budgetary experience.
Native level Japanese language proficiency is strictly reruired
応募書類ご登録には、①英文職務経歴書 ②和文職務経歴書 ③履歴書 の3点をご提出ください。
Job GENERAL MANAGEMENT
Primary Location Japan-Tokyo-To-Minato-Japan, Minato-ku, CJL Office
Job Type Experienced - Exempt / Office
Recruitment Job Type Exempt - Experienced
Job Posting Feb 8, 2021, 4:19:16 AM
Unposting Date Ongoing
Req ID: 210000GK