Field Service Supervisor - Candiac, Canada - Cummins Inc.
Description
Field Service Supervisor - Powergen Div.
Description
Supervises employees who install, service, and repair equipment and machinery.
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.
Provides coaching and feedback to individual Service Technicians and/or Service Team Leaders; provides performance reviews and opportunities for professional growth.
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.
Monitors the status of open repairs with technicians; addresses issues that impact completion of the repair plan in the time quoted to customers.
Resolves customer concerns related to Cummins or distributor warranties; develops strong relationships with key customers through frequent and professional communication.
Qualifications
Skills
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.
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.
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.
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.
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.
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.
Education, Licenses, Certifications
Demonstrated role competence is required. College, university, or equivalent Bachelor's degree in relevant discipline is preferred
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.
Create and implement action plan to support the Health and Safetyinterdependence culture
Demonstrate strong collaborative leadership with the direct reports andother company functions
Supervise and coordinate in-shop equipment upfit project as well as a team of9 to 11 field service technicians
Strong leadership and communication skillset
Communicate verbally and in writing in both French and English
Non-union position
Job SER
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