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Cummins Inc. Service Manager in Sumner, Washington

Service Manager


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

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