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Service Supervisor, Cummins Rocky Mountain job in Mesa

Engineering Jobs with Cummins Inc.
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Job Ref:  160003L8
Employer:  Cummins Inc.
Country:  United States
County/State:  Arizona
City:  Mesa
08/10/2016 03:03
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.

Channel Repair Process - QuickServe - Able to lead others in executing the QuickServe process. Demonstrate improvements using the QuickServe Customer Meter/Net Promoter Score data. Able to identify correlation between key service performance indicators and QuickServe Customer Meter to determine how well the process is being executed.

Service Cross Functional Knowledge - Basic understanding of the service processes, both retail and service support. Experience with the tools of service such as diagnostic procedures, technical support, and reliability improvement. User should have experience in field investigation of product failure. User should understand diagnostic procedures and how our product is serviced in the field.

Communication - Written and Verbal - Is able to effectively and clearly communicate in both written and verbal means.

Analyze Issues - Understanding of how to analyze issues. Demonstrates use of analysis skills to learn and analyze information in a timely way. Applies accurate logic in solving problems.

Manage Execution - Solid understanding of how to manage execution. Manages the performance of self and others through the use of structured tools. Delegates effectively and regularly with solid support and follow through. Uses defined processes to manage execution.

Claims Management System - Awareness of the Claims Management Systems. Also has some knowledge of Cummins products and their respective warranty coverage's. Familiarization with the Warranty Administration Manual, campaigns, Temporary Repair Practices, and warranty alerts.

Focus on Customer Needs - Familiar with key Cummins customers. Knowledge would include business strategies, organizational structures, geographic footprints, financial results, internal processes, and primary needs for effective segmentation. Education, Licenses, Certifications
Technical trade school degree or equivalent education, or equivalent experience required. Experience
Intermediate level of relevant work experience, including team leadership experience, required.
Greet all visitors courteously, determining their needs and directing them to the proper area.
Gather required work order information to include but not limited to:
Customer information such as company name, contact name, address, and phone number.
Required product and vehicle/unit information
Requested repair, complaint, and/or failure. Gather details such as operating conditions at the time the complaint/failure occurred.
Create an accurate job plan using Standard Repair Time (SRT) procedures.
Obtain the customer's perception/interpretation of warranty coverages.
Answer incoming telephone calls courteously and professionally while determining the needs of the caller and directing them to the proper person and/or department.
Demonstrate a positive attitude and a high level of personal credibility and integrity with dealers, customers, management, and co-workers.
General office duties: filing, incoming and outgoing mail, order office supplies.
Collect payment from COD customer's parts and service.
Assist technicians with spotting vehicles when pulling in and backing out
Perform Job Safety Analysis (JSA's) audits

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 uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit company website .
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