Cummins Inc. Service Manager in Sumner, Washington
Cummins Sales and Service in Sumner, WA is looking for an experienced leader, an individual with a service background with the skills, abilities and attitude to lead our Shop Service Team in our new state of the art facility.
The Service Managers duties will include and are not limited to:
Manages service operations, workshop or field, that provide retail or distributor product or application services. Manages department personnel 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 career growth.
Leads continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals.
Regularly reviews key performance indicators for service operations and addresses issues and opportunities.
Ensures the volume of work produced meets company standards and ensures customer satisfaction.
Identifies trends and initiates changes/improvements necessary to achieve goals and objectives while ensuring customer needs are met without interruption to service levels.
Established positive and professional working relationships with key customers.
Establishes goals and targets for the service operations; measures, reviews and maintains superior customer satisfaction levels.
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
Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.
Ensures accountability - Holding self and others accountable to meet commitments
Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
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
Develops talent - Developing people to meet both their career goals and the organization’s goals
Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions
Plans and aligns - Planning and prioritizing work to meet commitments aligned with organizational goals
Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity
Consistently drives accountability using key leadership behaviors and establishing the right work environment utilizing principles of Cummins core values
Identifies opportunities to build competencies and implements documented plans in support of Talent Development
Strong written and verbal communication skills
Demonstrated leadership ability in managing a service team, including supervisors and technicians, in delivering improved sales, service, and support to diverse customers
Consistently ensures individual and team understanding and compliance with Health, Safety and Environment (HSE) requirements and policies
Demonstrates an understanding of Cummins service processes and required tools, including diagnostic procedures and how Cummins products are serviced
Demonstrated knowledge of Cummins warranty systems and coverages.
Ability to distinguish between warranty, policy, distributor liability, and customer liability
Ability to lead others in utilizing current and new processes, and tools designed to improve sales, service, and support
Demonstrate improvements using Business Intelligence (BI) Tools, associated dashboards and/or other deployed resources
Ability/experience to continue the expansion and development of a cohesive in-shop customer support team/service department, including supervisors and technicians, while encouraging input and creative thinking
Ability to manage a diverse team, while working in a fast-paced and ever-changing environment
Demonstrated ability to interact professionally with both internal and external stakeholders
Ability to multitask and deliver on key performance indicators (KPIs)
Demonstrated knowledge of Cummins products and associated applications
Education, Licenses, Certifications
- Technical College, University or equivalent degree preferred
- Significant level of relevant experience, including supervisory experience, required
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. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify
Ready to think beyond your desk? Apply for this opportunity and start your career with Cummins today.
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Primary Location United States-Washington-Tacoma-US, WA, Sumner, Cummins Northwest
Job Type Experienced - Exempt / Office
Recruitment Job Type Exempt - Experienced
Job Posting May 15, 2019, 10:08:12 AM
Unposting Date Ongoing
Req ID: 1900020M
- Cummins Inc. Jobs