Cummins Inc. Field Services Operations Manager in New Hudson, Michigan

Field Services Operations 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 New Hudson, MI for an Operations Manager-Field Services

Your impact will happen in these and other ways:

  • Manages field service operations or workshop thatprovide retail or distributor product or application services.

  • Manages department personnel along with thedepartmental budget.

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

  • Provides employees timely and constructiveperformance feedback; develops employees and provides opportunities thatenhance employee career growth.

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

  • Regularly reviews key performance indicatorsfor service operations and addresses issues and opportunities.

  • Ensures the volume of work produced meetscompany standards and ensures customer satisfaction.

  • Identifies trends and initiateschanges/improvements necessary to achieve goals and objectives while ensuringcustomer needs are met without interruption to service levels.

  • Established positive and professional workingrelationships with key customers.

  • Establishes goals and targets for the serviceoperations; measures, reviews and maintains superior customer satisfactionlevels.


  • Performance Measurements - Usingbusiness performance measurement to drive manager behavior. Calculatesperformance measurement appropriately as part of their work. Can explain theproper interpretation of measures in a business context. Understands the underlyingprinciples, techniques, and procedures. Is able to perform effectively withassistance from specialist.

  • 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, technicalsupport, and reliability improvement. User should have experience in fieldinvestigation of product failure. User should understand diagnostic proceduresand how our product is serviced in the field.

  • Warranty/Policy Support - Aware ofthe corporate warranty system and Marketing structure basics to support OEMs,Distributors and End User customers to maintain excellent partnerships andrelationships.

  • Focus on Customer Needs - Familiarwith key Cummins customers. Knowledge would include business strategies,organizational structures, geographic footprints, financial results, internalprocesses, and primary needs for effective segmentation.

  • Manage Execution - Demonstratedresults indicating deep knowledge of managing execution. Coordinatesperformance across regions, teams, and departments on complex projects and workflows. Measures effectiveness of execution through defined metrics anddisciplined monitoring.

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

  • Working Capital Management - Useworking capital management knowledge appropriately as part of their work. Knowledgeof the cash conversion cycle and how accounts receivables, accounts payable,and inventory effect the cycle as well as the techniques for improving workingcapital and the metrics that can be used to monitor performance. Is able toperform effectively under the guidance/limited assistance from functionalspecialist.

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

Required Education, Licenses or Certifications

  • Trade school degree, Military Service and/or significantwork experience is required.

  • Bachelors Degree (or equivalent degree) is highly preferred.

  • Minimum Four (4) experience managing large teams in afast paced environment is required.

  • Prior experience managing technical teams is preferred,but not required.

  • Strong organizational, analytical and prioritization skills.

  • Excellent written, verbal and presentation skills, along with theability to communicate professionally with people at all levels of the organizationand external contacts is a must

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-Michigan-Novi-US, MI, New Hudson, Cummins Bridgeway Branch

Job Type Experienced - Professional / Office

Recruitment Job Type Professional - Experienced

Job Posting Mar 13, 2018, 7:34:27 AM

Unposting Date Ongoing

Req ID: 18000108