Cummins Inc. supervisor de proyecto in Cartagena, Colombia

supervisor de proyecto

Description

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

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.

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.

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.

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.

Electronic Service Tool Development - Explains scope of all primary electronic troubleshooting tools to understand which tools are applicable; identifies clear and robust design requirements by following the required process to ensure design meets or exceeds requirements; develops and executes test plans to validate the service tool.

Ensures accountability - Holding self and others accountable to meet commitments.

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Manages conflict - Handling conflict situations effectively, with a minimum of noise.

Customer focus - Building strong customer relationships and delivering customer-centric solutions.

Directs work - Providing direction, delegating, and removing obstacles to get work done.

Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.

Education, Licenses, Certifications

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

Experience

Relevant work experience, including team leadership experience, preferred.

  • Coordina y organiza los programas de trabajo de los técnicos.

  • Dirige la logística de servicios, incluidos el uso de materiales, los equipos y los empleados, de este modo garantiza la seguridad, la calidad y la eficiencia de las operaciones.

  • Suministra la información completa y fiable para los procesos de casos de garantías.

  • Realiza revisiones de las tareas ejecutadas por el personal, resultados muestras de aceite y entrega recomendaciones al cliente para mantener los motores operativos.

  • Resuelve las inquietudes de los clientes relativas a la facturación y garantías de Cummins o de los distribuidores, entablando relaciones sólidas con los clientes clave a través de la comunicación frecuente y profesional.

  • Participa en actividades para la mejora continua mediante la revisión, la modificación y la mejora de los procesos en sintonía con las metas de la organización o las expectativas de los clientes.

  • Controla las metas y los objetivos de la operación, a los fines de obtener niveles superiores de satisfacción en los clientes

  • Comunica a todos los interesados el progreso del estado de reparación de equipos y los cambios en los programas de mantenimiento o los planes mínimo una vez por semana.

  • Garantizar el cumplimiento de las políticas propias de la organización, así como las del cliente tanto en temas de HSE como las que se requieran en el contrato.

  • Proporciona el primer nivel de apoyo a los técnicos de servicio que necesitan asistencia; eleva las necesidades de asistencia técnica a instancias superiores cuando es necesario para su resolución.

Job SERVICE

Primary Location Colombia-Bolívar-Cartagena-Colombia, Cartagena, Cummins North Colombia Branch

Job Type Experienced - Exempt / Office

Recruitment Job Type Exempt - Experienced

Job Posting Mar 15, 2019, 9:44:49 AM

Unposting Date Ongoing

Req ID: 190000VB