DESCRIPTION

GPP Database Link (https://cummins365.sharepoint.com/sites/CS38534/)

Job Summary:

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

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

Supervision and Coordination:

• Supervise Service Technicians and/or Service Team Leaders.
• Coordinate and schedule Technician work schedules.
• Communicate repair plans to Technicians in alignment with customer quotes.
• Monitor Technician productivity and repair quality.

Coaching and Development:

• Provide coaching and feedback to individual Service Technicians and/or Service Team Leaders.
• Conduct performance reviews and identify opportunities for professional growth.

Technical Support:

• Provide first-level support to Service Technicians requiring assistance.
• Escalate technical support needs for resolution when necessary.

Service Logistics Management:

• Manage service logistics, including the use of materials, equipment, and employees.
• Ensure safety, quality, and efficient operations.

Quote and Repair Management:

• Develop and/or review quotes for accuracy before communicating to customers.
• Provide updates on repair status and any plan or schedule changes.
• Monitor the status of open repairs with technicians and address issues impacting the completion of the repair plan within the quoted time.

Continuous Improvement:

• Participate in continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations and organizational goals.

Customer Satisfaction:

• Monitor goals and targets for the branch.
• Measure, review, and maintain superior customer satisfaction levels.
• Resolve customer concerns related to Cummins or distributor warranties.
• Develop strong relationships with key customers through frequent and professional communication.

RESPONSIBILITIES

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

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 workflows, 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

2-4 Skill, Education, or Experience Requirements needed for the role

Job Service

Organization Cummins Inc.

Role Category On-site

Job Type Exempt - Experienced

Min Salary $74800

Max Salary $112200

ReqID 2404826

Relocation Package Yes

Cummins and E-Verify

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 validates the right to work using E-Verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. Visit http://EEOC.gov to know your rights on workplace discrimination.