About this role
Supervises employees who install, service, and repair equipment and machinery. Key Requirements:
• 5+ years of experience in the field • Mechanical Engineering background with the knowledge of Electronics • Marine experience is preferred • Team management experience • Customer service, strong communication skills • Cummins product knowledge is a must • ERP, Ms. Office skills preferred • Ability to track and achieve financial targets • Supplier management, Conflict management, Negotiation skills 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. • Achieving financial targets • 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. Qualifications and 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.