Service Operations Supervisor

2 weeks ago


Downey, California, United States Cummins Full time

Job Overview

The Service Operations Supervisor is responsible for overseeing a team of professionals engaged in the installation, maintenance, and repair of various equipment and machinery.

Key Responsibilities

• Lead and manage Service Technicians and/or Service Team Leaders, ensuring effective coordination and scheduling of their work.

• Communicate repair strategies to Technicians based on customer estimates and monitor their productivity and quality of repairs.

• Provide guidance and constructive feedback to Service Technicians and/or Service Team Leaders, facilitating performance evaluations and opportunities for career advancement.

• Act as the first point of contact for Service Technicians needing assistance, escalating technical issues as necessary.

• Oversee service logistics, ensuring the safe and efficient use of materials, equipment, and personnel.

• Review and develop quotes for accuracy before presenting them to customers, and keep them informed about repair progress and any changes in plans.

• Engage in continuous improvement initiatives by assessing and refining processes to align with evolving customer needs and organizational objectives.

• Track the status of ongoing repairs with technicians, addressing any challenges that may hinder timely completion.

• Monitor branch goals and targets, ensuring high levels of customer satisfaction are consistently achieved.

• Address customer concerns related to warranties and build strong relationships through regular and professional communication.

Qualifications

Skills Required

• Proficient in diagnostics application, translating customer issues into actionable troubleshooting plans.

• Knowledgeable in warranty processes, verifying root causes of failures and managing claims effectively.

• Capable of technical escalation, utilizing available resources to resolve product issues promptly.

• Experienced in service documentation, ensuring accurate records of customer and technical information.

• Familiar with electronic service tools, applying the appropriate hardware and software for service events.

• Strong accountability, effective communication, conflict management, and customer-focused approach.

• Ability to direct work, delegate tasks, and remove obstacles to ensure efficient operations.

• Financial acumen to interpret key financial indicators for informed decision-making.

Education and Experience

A Bachelor's degree in a relevant field is preferred, along with intermediate experience in a technical environment, including leadership roles.

• Knowledge of Diesel/Natural Gas Engines.

• Previous experience in service-related positions and scheduling service personnel.

• Familiarity with Cummins Warranty processes and quoting/estimating practices.

• Basic computer literacy, including understanding of QSOL and Insite.

Work Environment

This position may require compliance with licensing regulations related to export controls or sanctions.

Equal Opportunity Employer

Cummins is committed to diversity and equal employment opportunities for all qualified individuals.



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