Service Operations Supervisor

2 weeks ago


Wichita, Kansas, United States Cummins Full time
Job Overview

We are seeking a skilled Service Operations Supervisor to become a vital part of our team, focusing on Service excellence.

In this position, you will contribute significantly in the following areas:
  • Maximizing Technician Productivity: By effectively coordinating and managing work schedules, you will ensure that Technicians operate at peak efficiency, resulting in prompt and high-quality service delivery.
  • Improving Team Effectiveness: By providing mentorship, constructive feedback, and performance evaluations, you will facilitate the professional development of Service Technicians and Team Leaders, enhancing overall team effectiveness.
  • Addressing Technical Issues: By offering initial support and escalating complex issues as needed, you will empower Technicians to swiftly resolve technical challenges, ensuring uninterrupted workflow.
  • Overseeing Resource Management: By managing service logistics, including the procurement of materials and equipment, you will ensure safe, high-quality, and efficient operations, minimizing downtime and maximizing productivity.
  • Facilitating Clear Communication: By preparing and reviewing service quotes for accuracy and keeping clients informed about service progress, you will foster trust and ensure transparency.
  • Promoting Continuous Improvement: By engaging in process evaluations and enhancements, you will help the team adapt to evolving customer needs and organizational objectives, improving service quality.
  • Ensuring Timely Repairs: By monitoring ongoing repairs and addressing any issues promptly, you will guarantee that services are completed within the promised timeframe, enhancing customer satisfaction.
  • Strengthening Customer Relationships: By addressing customer concerns and maintaining professional communication, you will build strong relationships with key clients, promoting loyalty and satisfaction.
Key Responsibilities

To excel in this role, you will need the following:
  • Financial Insight: Ability to understand and analyze key financial metrics to make informed decisions that drive profitability and operational efficiency.
  • Customer Orientation: Cultivate strong relationships with clients and deliver tailored solutions that meet their requirements, enhancing loyalty and satisfaction.
  • Work Direction: Provide clear guidance, delegate tasks effectively, and eliminate barriers to ensure work is completed efficiently and to high standards.
  • Diagnostic Skills: Convert customer feedback into actionable troubleshooting strategies, utilizing specialized tools and procedures to accurately diagnose and resolve issues.
  • Utilization of Electronic Service Tools: Employ appropriate electronic tools to diagnose and troubleshoot problems, interpreting results to determine subsequent steps for resolution.
  • Service Record Keeping: Maintain accurate documentation of customer interactions, equipment details, and technical information, ensuring all service activities are logged for billing and historical reference.
  • Technical Issue Escalation: Promptly escalate technical problems to higher levels of expertise when necessary, ensuring timely and accurate resolution while maintaining comprehensive documentation.
  • Warranty Management: Assess customer issues to confirm root causes and determine warranty eligibility, effectively communicating with stakeholders and submitting accurate claims.
Qualifications

Education and Experience:
  • A degree from a college or university in a relevant field or equivalent experience is required.
  • This role may necessitate licensing to comply with export controls or sanctions regulations.
Experience:
  • A minimum of intermediate-level relevant work experience in a technical domain, including leadership experience, is required.
Additional Information:
  • This is an on-site position.
  • A commercial driver's license is preferred but not mandatory.
  • Technical expertise with both engine and chassis applications for on-highway vehicles and industrial equipment is preferred.
About Us

At Cummins, we are committed to fostering a diverse workplace and providing equal employment opportunities to all qualified individuals without regard to race, gender, color, disability, national origin, age, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or any other status protected by law.

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