Job Description

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

Key Requirements:

• 5+ years of experience in the field
• Mechanical Engineering background with the knowledge of Electronics
• Marine experience is preferred
• Team management experience
• Customer service, strong communication skills
• Cummins product knowledge is a must
• ERP, Ms. Office skills preferred
• Ability to track and achieve financial targets
• Supplier management, Conflict management, Negotiation skills

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.
• Achieving financial targets
• 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.

Qualifications and 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.