Field Service Manager

8 months ago

Regina, Canada Cummins Full time

**Field service Manager**
- 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.

**Qualifications**

**Skills**

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.

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.

Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

**Education, Licenses, Certifications**

Demonstrated role competence is required. College, university, or equivalent Bachelor's degree in relevant discipline is preferred

This position may require licensing for compliance with export controls or sanctions regulations.

**Experience**

Significant level of relevant technical experience, including supervisory experience, required.

Manages field service operations for Regina & Saskatoon Saskatchewan, including staff on the FS Team.

Provide reports with timely and constructive performance feedback to develop employees and provide opportunities that enhance employee career growth.

Lead continuous improvement activities by reviewing, changing, and improving processes in line with customer expectations/organizational goals.

Regularly reviews key performance indicators for service operations, addressing issues and opportunities.

Establish positive and professional working relationships with key customers.

Travel required to manage the team, on site team visits, customer visits and safety tasks.

**Job** SERVICE

**Primary Location** Canada-Saskatchewan-Regina-Canada, SK, Regina, Cummins Western Canada

**Job Type** Experienced - Exempt / Office

**Recruitment Job Type** Exempt - Experienced

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