Field Service Supervisor

**DESCRIPTION**

We are looking for a talented Field Service Supervisor-Power Generation to join our team specializing in Operation for our Distribution Unit in Mississauga, Ont.

**Job Summary**:
Supervises employees who install, service, and repair equipment and machinery.

**In this role, you will make an impact in the following ways**:

- Supervise and guide Service Technicians and Team Leaders to ensure efficient and effective operations.
- Coordinate and schedule Technician work to align with customer quotes and repair plans.
- Monitor and enhance Technician productivity and repair quality through regular oversight.
- Provide coaching, feedback, and professional growth opportunities to your team.
- Offer first-level technical support and escalate issues as needed for resolution.
- Manage service logistics to ensure safety, quality, and operational efficiency.
- Develop accurate quotes and keep customers informed about repair status and changes.
- Drive continuous improvement and maintain high customer satisfaction through proactive communication and relationship-building.

**RESPONSIBILITIES**

**To be successful in this role you will need the following**:

- **Communicates effectively** : Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- **Customer focus** : Building strong customer relationships and delivering customer-centric solutions.
- **Directs work** : Providing direction, delegating, and removing obstacles to get work done.
- **Ensures accountability** : Holding self and others accountable to meet commitments.
- **Manages conflict** : Handling conflict situations effectively, with a minimum of noise.
- **Diagnostics Application** : Translating customer complaints to develop troubleshooting plans and using specialized tools to ensure successful repairs.
- **Electronic Service Tool Application** : Utilizing appropriate electronic tools to diagnose and troubleshoot issues, and interpreting results to determine next steps.
- **Service Documentation** : Creating and verifying customer, equipment, and technical information, and documenting required information accurately.
- **Technical Escalation** : Elevating technical issues to higher expertise levels and ensuring seamless transitions and accurate responses.
- **Warranty Process** : Analyzing customer issues to verify root causes and filing claims with proper documentation.
- **Values differences** : Recognizing the value that different perspectives and cultures bring to an organization.

**Education, Licenses, Certifications**:
College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required.

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

**Experience**:
Intermediate level of relevant work experience in a technical field, including team leadership experience, required.

**QUALIFICATIONS**

Supervises employees who install, service, and repair power generation equipment and machinery.

Supervises Service Technicians, coordinates, and schedules Technician work; 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 the first level of support to Service Technicians requiring assistance; escalates technical support needs for resolution when needed.

Manages service planning 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. Performs Ride Alongs with Technicians and conducts Supervisory Job Safety Observations at site.

**COMPENSATION AND BENEFITS**

Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our Company Pension Plan, Medical/Dental/Life Insurance, and a full complement of personal and professional benefits.

At Cummins, we are committed to the principles of diversity and employment equity under the Employment Equity Act, and we strive to ensure that our workforce reflects