DESCRIPTIONJob Summary:Supervises employees who install, service, and repair equipment and machinery.Key Responsibilities:In this role, you will make an impact in the following ways:
Supervising and Coordinating : You’ll oversee Service Technicians and/or Service Team Leaders, ensuring efficient work schedules, alignment with customer quotes, and high repair quality.
Coaching and Feedback : Providing individualized coaching and performance reviews to Service Technicians fosters growth and excellence.
Technical Support : As the first point of contact, you’ll assist Service Technicians and escalate technical issues when necessary.
Logistics Management : Efficiently managing materials, equipment, and employees ensures safety and quality in service operations.
Accurate Quotes and Updates : Reviewing and communicating accurate repair quotes and timely updates to customers.
Continuous Improvement : You’ll drive process enhancements aligned with customer expectations and organizational goals.
Repair Monitoring : Keeping track of open repairs, addressing issues, and meeting quoted completion times.
Customer Satisfaction : Maintaining superior customer satisfaction levels by resolving concerns and building strong relationships.
RESPONSIBILITIESTo be successful in this role you will need the following:
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.
QUALIFICATIONSBusiness hours are Monday-Friday 7am-4pmHours are subject to change due to business needs and conditionsJob ServiceOrganization Cummins Inc.Role Category On-siteJob TypeReqID 2401944Relocation Package YesCummins and E-VerifyAt 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 and 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. Visit http://EEOC.gov to know your rights on workplace discrimination.