Description
GPP Database Link (https://cummins365.sharepoint.com/sites/CS38534/)
Job Summary
Supervises employees who install, service, and repair equipment and machinery.
Key Responsibilities
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.
Competencies
* Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.
* 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 - 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.
* 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.
* 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.
* 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.
* 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.
* 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
All other tasks to meet the job requirments.
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