Service Supervisor - Full-time / Part-time

Service Supervisor

Description

Cummins is a place big enough to coach and develop a global workforce and create the world s leading clean, engine technology. We re also small enough for you to find your fit and personal passion with a team of dependable, innovative thinkers who are developing their careers within a diverse, inclusive, empowering environment.

Learn more about this role and how you can begin Working Right .

Our Cummins-Atlantic Business Unit delivers reliable, durable, high performing products to our global partners. Working in an innovative space, you ll develop high tech solutions that will fuel your advanced career skill set and empower you to own your career. Our integrated businesses demand the talents and creativity of individuals with a wide range of skills and experience.

This is an exciting opportunity in Roanoke, VA for a Service Supervisor.

Your impact will happen in these and other ways:

• Supervises small groups of employees who install, service, and repair equipment and machinery.

• Supervises small groups of Service Technicians; 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; provides performance reviews and opportunities for professional growth.

• Provides some first level of support to Service Technicians requiring assistance; escalates technical support needs for resolution when needed.

• Assists with service logistics including use of materials, equipment, and employees ensuring safety, quality, and efficient operations.

• Assist with reviewing quotes for accuracy prior to communication to customers; provides updates on repair status and any plan or schedule changes.

• Monitors the status of open repairs with workshop technicians; addresses issues that impact completion of the repair plan in the time quoted to customers.

Qualifications

Skills and Experience Required:

• Channel Repair Process - QuickServe - Able to lead others in executing the QuickServe process. Demonstrate improvements using the QuickServe Customer Meter/Net Promoter Score data. Able to identify correlation between key service performance indicators and QuickServe Customer Meter to determine how well the process is being executed.

• Service Cross Functional Knowledge - Basic understanding of the service processes, both retail and service support. Experience with the tools of service such as diagnostic procedures, technical support, and reliability improvement. User should have experience in field investigation of product failure. User should understand diagnostic procedures and how our product is serviced in the field.

• Communication - Written and Verbal - Is able to effectively and clearly communicate in both written and verbal means.

• Analyze Issues - Some knowledge or awareness of how to analyze issues. Demonstrates basic analysis of issues and some application of logic and problem solving skills. Identifies the connection between different issues and problems.

• Manage Execution - Some knowledge or awareness about how to manage execution. Limited evidence of structured approaches to managing execution.

• Claims Management System - Awareness of the Claims Management Systems. Also has some knowledge of Cummins products and their respective warranty coverage's. Familiarization with the Warranty Administration Manual, campaigns, Temporary Repair Practices, and warranty alerts.

• Focus on Customer Needs - Basic understanding of customers.

Required Education, Licenses or Certifications

• Technical trade school degree or equivalent education, or equivalent experience required.

• Bachelor s degree is preferred