Job Description

Job Summary Supervises small groups of employees who install, service, and repair equipment and machinery.

Key Requirements:

• 3-5 years of experience in Service
• Electrical/Mechanical Engineering background
• Bachelor's Degree or Diploma in Engineering
• Experience with handling team
  
  Key Responsibilities:
• Supervises small groups of Service Technicians; 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; provides performance reviews and opportunities for professional growth.
• Provides some first level of support to Service Technicians requiring assistance; escalates technical support needs for resolution when needed.
• Assists with service logistics including use of materials, equipment, and employees ensuring safety, quality, and efficient operations.
• Assist with reviewing quotes for accuracy prior to communication to customers; provides updates on repair status and any plan or schedule changes.
• Monitors the status of open repairs with workshop technicians; addresses issues that impact completion of the repair plan in the time quoted to customers.
  
  Qualifications and Competencies:
• Competencies: 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 Development - Explains scope of all primary electronic troubleshooting tools to understand which tools are applicable; identifies clear and robust design requirements by following the required process to ensure design meets or exceeds requirements; develops and executes test plans to validate the service tool. Ensures accountability - Holding self and others accountable to meet commitments.
• 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.
• Directs work - Providing direction, delegating, and removing obstacles to get work done. Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.