Summary
Date Posted: Wednesday, August 28 2024, Base Salary: Not Disclosed

JOB DETAILS:
Description
GPP Database Link (https://cummins365.sharepoint.com/sites/CS38534/)
Supervises employees who install, service, and repair equipment and machinery.

Key Responsibilities:
• 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 frequent and professional communication.

Responsibilities
Competencies:
• Financial acumen – Interpreting and applying understanding of key financial indicators to make better business decisions.
• 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.
• Directs work – Providing direction, delegating, and removing obstacles to get work done.
• Ensures accountability – Holding self and others accountable to meet commitments.
• Manages conflict – Handling conflict situations effectively, with a minimum of noise.
• 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.
• 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.
• 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.
• 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.
• 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.
• Values differences – Recognizing the value that different perspectives and cultures bring to an organization.

Education, Licenses, Certifications:
• College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required.
• This position may require licensing for compliance with export controls or sanctions regulations.

Experience:
• Intermediate level of relevant work experience in a technical field, including team leadership experience, required.

Qualifications
• EIZ Certification
• At least 5 Years on supervisory role

Work Hours: 8

Experience in Months: 60

Level of Education: Bachelor Degree

Job application procedure
• To apply for this job please visit cummins.jobs.

All Jobs

QUICK ALERT SUBSCRIPTION