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Service Supervisor

3 months ago

Edmonton, Alberta, Canada Cummins Inc. Full time

Service supervisor

Description
Our culture believes in _POWERING YOUR POTENTIAL_.

We provide global opportunities to develop your career, make your community a better place and work with today's most innovative thinkers to solve the world's toughest problems.


We believe in flexibility for you to explore your passions while making an impact through meaningful work within our inclusive workforce.

That's what _#LifeAtCummins_ is all about.

We are looking for a talented Service supervisor to join our team

Service supervisor

  • Supervises employees who install, service, and repair equipment and machinery.
  • Supervises Service Technicians and/or Service Team Leaders; 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 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.

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 Application
  • Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.


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


 Communicates effectively
  • Developing and delivering multimode 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 customercentric solutions.


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

Education, Licenses, Certifications

  • Demonstrated role competence is required. College, university, or equivalent Bachelor's degree in relevant discipline is preferredThis position may require licensing for compliance with export controls or sanctions regulations.

Experience

  • Intermediate level of relevant work experience in