Cummins Inc. Service Manager in Albany, Georgia

Service Manager


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.

Cummins 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 Albany, GA for a Service Manager.

Your impact will happen in these and other ways:

  • Manages service operations, workshop or field, that provideretail or distributor product or application services. Manages departmentpersonnel along with the departmental budget.

  • Manages all operations including service staff and supervisors;resolves most complex business problems for those on the team.

  • Provides employees timely and constructive performance feedback;develops employees and provides opportunities that enhance employee careergrowth.

  • Leads continuous improvement activities by reviewing, changing,and improving processes in line with changing customerexpectations/organizational goals.

  • Regularly reviews key performance indicators for serviceoperations and addresses issues and opportunities.

  • Ensures the volume of work produced meets company standards andensures customer satisfaction.

  • Identifies trends and initiates changes/improvements necessaryto achieve goals and objectives while ensuring customer needs are met withoutinterruption to service levels.

  • Established positive and professional working relationships withkey customers.

  • Establishes goals and targets for the service operations;measures, reviews and maintains superior customer satisfaction levels.


Skills and ExperienceRequired :

  • Performance Measurements - Using business performancemeasurement to drive manager behavior. Calculates performance measurementappropriately as part of their work. Can explain the proper interpretation ofmeasures in a business context. Understands the underlying principles,techniques, and procedures. Is able to perform effectively with assistance fromspecialist.

  • Service Cross-Functional Knowledge - Basic understanding of theservice processes, both retail and service support. Experience with the toolsof service such as diagnostic procedures, technical support, and reliabilityimprovement. User should have experience in field investigation of productfailure. User should understand diagnostic procedures and how our product isserviced in the field.

  • Warranty/Policy Support - Aware of the corporate warranty systemand Marketing structure basics to support OEMs, Distributors and End Usercustomers to maintain excellent partnerships and relationships.

  • Focus on Customer Needs - Familiar with key Cummins customers.Knowledge would include business strategies, organizational structures,geographic footprints, financial results, internal processes, and primary needsfor effective segmentation.

  • Manage Execution - Demonstrated results indicating deepknowledge of managing execution. Coordinates performance across regions, teams,and departments on complex projects and work flows. Measures effectiveness ofexecution through defined metrics and disciplined monitoring.

  • Claims Management Systems - Demonstrated knowledge of Cumminswarranty systems and coverage's. Ability distinguish between warranty, policy,distributor liability, and customer liability.

  • Working Capital Management - Use working capital managementknowledge appropriately as part of their work. Knowledge of the cash conversioncycle and how accounts receivables, accounts payable, and inventory effect thecycle as well as the techniques for improving working capital and the metricsthat can be used to monitor performance. Is able to perform effectively underthe guidance/limited assistance from functional specialist.

  • Channel Repair Process - QuickServe - Able to lead others inexecuting the QuickServe process. Demonstrate improvements using the QuickServeCustomer Meter/Net Promoter Score data. Able to identify correlation betweenkey service performance indicators and QuickServe Customer Meter to determinehow well the process is being executed.

  • Significant level of relevant experience, including supervisoryexperience, required.

Required Education,Licenses or Certifications

  • College, university or equivalent degree required.

Compensation and Benefits

Base Salary 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 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.

Ready to think beyond your desk? Apply for this opportunity to start your career with Cummins today.

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Primary Location United States-Georgia-Albany-US, GA, Albany, Cummins Power South

Job Type Experienced - Professional / Office

Recruitment Job Type Professional - Experienced

Job Posting Oct 11, 2017, 11:04:54 AM

Unposting Date Ongoing

Req ID: 1700063L