Job Details

DESCRIPTION

We are looking for a talented Service Supervisor to join our team specializing in Service for our Distribution Buisness Organization in West Sacramento, CA .

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

• Supervision and Scheduling : Supervise Service Technicians and Service Team Leaders, coordinate and schedule their work, ensuring efficient operations and alignment with customer quotes.

• Repair Plan Communication : Communicate repair plans to Technicians, ensuring clarity and alignment with customer expectations, and monitor productivity and repair quality.

• Coaching and Feedback : Provide coaching and feedback to Service Technicians and Team Leaders, conduct performance reviews, and offer opportunities for professional growth.

• Technical Support : Offer first-level support to Service Technicians, escalating technical issues as needed to ensure timely resolution.

• Service Logistics Management : Manage service logistics, including materials, equipment, and personnel, ensuring safety, quality, and efficiency.

• Quote Accuracy and Updates : Develop and review quotes for accuracy, communicate updates on repair status, and manage any changes to plans or schedules.

• Continuous Improvement : Participate in continuous improvement activities, reviewing and enhancing processes to meet evolving customer expectations and organizational goals.

• Customer Satisfaction : Monitor branch goals and targets, maintain high levels of customer satisfaction, resolve warranty concerns, and build strong relationships through 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 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.

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

Additional Responsibilities:

A Supervisor overseeing a team of skilled technicians working with engine and power generation products in the field needs a mix of technical expertise and strong leadership skills.

1. Technical Expertise:

Deep Understanding of Engine and Power Gen Systems: Familiarity with the mechanics, electronics, and overall systems of engines and power generation units is critical. This includes troubleshooting, diagnostics, and preventive maintenance.

Knowledge of Industry Standards and Regulations: A supervisor needs to stay updated on industry standards (e.g., ISO, OSHA, EPA) and ensure that the team adheres to safety protocols and quality standards.

Hands-on Troubleshooting: While the supervisor may not be directly involved in repairs, they should have the ability to quickly identify issues and provide guidance on how to troubleshoot and fix problems.

1. Project and Time Management:

Resource Allocation: The supervisor must allocate resources efficiently, ensuring the right technicians are assigned to the right tasks based on their skills, experience, and availability.

Scheduling: With many moving parts in the field (e.g., service calls, preventive maintenance, equipment downtime), the supervisor must manage time effectively, ensuring minimal operational disruptions.

Planning and Prioritization: Ability to assess which issues are the most urgent and ensure that technicians work on the right tasks in a prioritized manner.

1. Communication and Interpersonal Skills:

Clear Communication: Whether it’s conveying technical information, safety protocols, or instructions, clear communication is essential. This applies to both direct interactions with the technicians and liaising with clients or other departments.

Conflict Resolution: In a field environment, disagreements or misunderstandings may arise. A supervisor should be equipped with conflict resolution skills to ensure the team remains cohesive and focused.

Customer Interaction: In case the team is working on client sites, the supervisor should also be capable of interacting with customers professionally and providing updates or resolving client concerns.

1. Leadership and Team Management:

Motivating Technicians: Supervisors need to keep the team motivated, especially in high-pressure or remote environments. A supervisor should recognize achievements, provide constructive feedback, and keep morale high.

Training and Mentoring: Encouraging continuous learning, ensuring technicians are up to date with the latest technology, and providing mentorship or coaching are key leadership skills.

Delegation: Not every task should be handled personally. A supervisor must delegate tasks based on technician expertise, availability, and complexity, allowing for efficient operations.

1. Safety and Compliance Management:

Safety Protocols: Fieldwork in engine and powergen environments can be hazardous. Supervisors should be well-versed in safety protocols and risk management.

Compliance with Local and Global Standards: Supervisors should ensure that all work follows legal and regulatory requirements, including environmental regulations, which could be specific to power generation equipment.

Emergency Response: Ability to quickly respond to emergencies, whether it's a system failure or an on-site injury.

1. Problem Solving and Decision Making:

Quick Thinking: Powergen systems can fail without warning. A supervisor needs to make quick, informed decisions when faced with unexpected problems.

Root Cause Analysis: Going beyond surface-level fixes and addressing the underlying cause of problems is important, especially in complex engine and powergen systems.

Managing Multiple Issues: There may be simultaneous issues occurring in the field. A supervisor must be adept at multi-tasking and resolving these problems without compromising on safety or efficiency.

1. Data and Reporting Skills:

Performance Tracking: Tracking the performance of both the team and the equipment is essential. Supervisors should have a system in place to monitor service intervals, diagnostic data, and technician performance.

Reporting: Supervisors should provide regular updates to upper management on the status of field operations, maintenance activities, and project timelines.

1. Vendor and Supplier Management:

Procurement Management: Occasionally, field operations may require parts or external services. A supervisor should be able to handle procurement processes and work with vendors to get the right materials on time.

Supply Chain Coordination: If there are issues with part delivery or equipment unavailability, the supervisor must coordinate with suppliers to find solutions quickly.

1. Adaptability and Innovation:

Handling Remote Work Conditions: In many field service roles, supervisors may need to manage teams in remote or challenging environments. Being adaptable and resourceful is crucial.

Technology Adoption: Powergen technology evolves rapidly, and supervisors need to be proactive in adopting and integrating new tools, software, or equipment into their workflow.

Continuous Improvement: Promoting a culture of innovation within the team and encouraging technicians to find new, more efficient ways to work.

1. Emotional Intelligence:

Empathy: Understanding the pressures and challenges that technicians face in the field helps build trust and rapport, ensuring that they feel supported and valued.

Stress Management: Supervising in high-stakes environments, especially when dealing with complex machinery and tight deadlines, requires emotional resilience and the ability to remain calm under pressure.

1. Client Relationship Management:

Expectation Management: Clients may have high expectations regarding service quality and timelines. The supervisor should ensure that the team meets or exceeds those expectations without compromising safety or quality.

Building Client Trust: By managing both technical performance and customer relationships, a supervisor can foster long-term client loyalty.

Job Service

Organization Cummins Inc.

Role Category On-site

Job Type Exempt - Experienced

Min Salary $88800

Max Salary $133200

ReqID 2415894

Relocation Package No

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.