Cummins Inc. SERVICE SUPERVISOR in West Valley City, Utah
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.
The Service Supervisor oversees employees who install, service, and repair equipment and machinery - Service Technicians and/or Service Team Leaders - coordinates and schedules Technician work schedules; communicates repair plans aligned with customer quotes; monitors productivity and repair quality. Provides coaching and feedback; provides performance reviews and opportunities for professional growth
Key responsibilities for this West Valley City -based Service Supervisor :
Provides coaching and feedback to individual Service Technicians and/or Service Team Leaders; provides performance reviews and opportunities for professional growth.
Provides first level of support to Service Technicians requiring assistance; escalates technical support needs for resolution when needed.
Manages service logistics including use of materials, equipment, and employees ensuring safety, quality, and efficient operations.
Develop and/or reviews quotes for accuracy prior to communication to customers; provides updates on repair status and any plan or schedule changes.
Participates in continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals.
Monitors the status of open repairs with technicians; addresses issues that impact completion of the repair plan in the time quoted to customers.
Monitors goals and targets for the branch; measures, reviews, and maintains superior customer satisfaction levels.
Resolves customer concerns related to Cummins or distributor warranties; develops strong relationships with key customers through frequent and professional communication.
Our Distribution business delivers reliable, durable, high performing products for our global partners. You are key to our customers’ success, where you’ll deliver solutions that build your knowledge base and fuel your career.
If you want to develop your career with the industry leader who gives you the innovative technology you love to work with and empowers you to deliver a service you can be proud of – then Cummins is where you need to be.
If you're not ready to apply yet, join our Talent Community to be informed about future opportunities.
Experience, Education, Licenses, and Certifications :
Technical trade school degree or equivalent education, or equivalent experience preferred.
Intermediate level of relevant work experience, including team leadership experience, preferred.
Must be able to communicate effectively verbally and in writing.
Must be honest, reliable, and dependable, and have a positive attitude.
Must be able to work well under occasional pressure or within deadlines.
Must be able to work well independently or with others in a team environment.
Candidate must meet all eligibility requirements to drive a Company vehicle, including but not limited to:
Must have a current, valid driver's license issued by the state in which they reside.
Must have current motor vehicle liability insurance.
Must abide by all local, state and federal rules and regulations.
No convictions for any driving under the influence of alcohol or drugs charges (DUI) within prior 5 years.
No greater than three (3) moving violations within prior 12 month period.
No greater than 2 avoidable accidents on MVR within prior 3 years.
Must be able to lift 25 pounds frequently; pushing and pulling a maximum force of 25 pounds.
Must be able to stand on feet for long periods of time
Must have the physical ability to wear Personal Protective Equipment (PPE) Protective Glasses, Protective Gloves, and Protective Footwear as required.
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.
Accountability- Holding self and others accountable to meet commitments.
Communication- Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Conflict Management- Handling conflict situations effectively.
Customer Focus- Building strong customer relationships and delivering customer-centric solutions.
Direction- Providing direction, delegating, and removing obstacles to get work done.
Compensation and Benefits
A competitive base salary commensurate with experience and a full complement of personal and professional benefits provided.
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 visitwww.dhs.gov/E-Verify.
Primary Location United States-Utah-Salt Lake City-US, UT, West Valley City, Cummins Rocky Mountain
Job Type Experienced - Exempt / Office
Recruitment Job Type Exempt - Experienced
Job Posting Mar 14, 2019, 2:52:51 PM
Unposting Date Ongoing
Req ID: 19000158