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Service Supervisor

Description

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 Supervisor to join our team specializing in Service for the Distribution Business Segment in Odessa, TX.

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

• 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 review quotes for accuracy before communicating to customers; provide 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 the 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 frequent and professional communication.

Qualifications

Skills

• Diagnostics Application - Translates customer complaints to develop a troubleshooting plan; troubleshoots issues following guided workflows, procedures, and 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 to ensure seamless transitions and accurate response to ticket resolution promptly.

• 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 to have an accurate record of the work done.

• 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.

• 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 an understanding of key financial indicators to make better business decisions.

Education, Licenses, Certifications

• Demonstrated role competence is required. College, university, or equivalent Bachelor's degree in a relevant discipline is preferred.

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

Experience

• An intermediate level of relevant work experience in a technical field, including team leadership experience, is required.

• This position will consist of going to customer sites for meet and greets. Also to check on technicians and perform job safety analysis.

• Must be able to multi-task and able to perform in a fast-paced environment.

• Must be open to providing constructive feedback and managing the performance of direct reports.

• Lead by example and drive performance and accountability.

• Create a respectful work environment focused on customer excellence and teamwork.

• Strong customer interaction. The majority of work time will be spent interacting with customers face-to-face as well as on a computer and phone.

• Must be able to schedule and prioritize high demand and heavy workload within a technician shop environment.

• Must align with CumminsCore Values and Leadership Behaviors. Effective communication, decision-making, and conflict management.

• Onsite in Odessa, TX.

Compensation and Benefits

• Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage, and a full complement of personal and professional benefits.

Cummins and E-Verify

• At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates the right to work using E-Verify. Cummins will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.

Job SERVICE

Primary Location United States-Texas-Odessa-US, TX, Odessa, Cummins Southern Plains

Job Type Experienced - Exempt / Office

Recruitment Job Type Exempt - Experienced

Job Posting Apr 23, 2024, 12:00:00 AM

Unposting Date May 14, 2024, 11:59:00 PM

Organization Distribution Business

Role Category Onsite

Relocation Package Eligible

Req ID: 24000329