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    Service supervisor - Edmonton, Canada - Cummins Inc.

    Cummins Inc.
    Cummins Inc. Edmonton, Canada

    6 days ago

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    Description

    Description

    We believe in flexibility for you to explore your passions while making an impact through meaningful work within our inclusive workforce. That's what #LifeAtCummins is all about.

    We are looking for a talented Service supervisor to join our team

    Service supervisor

  • 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.
  • Provides first level of support to Service Technicians requiring assistance; escalates technical support needs for resolution when needed.
  • 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.
  • Participates in continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals.
  • Monitors the status of open repairs with technicians; addresses issues that impact completion of the repair plan in the time quoted to customers.
  • Monitors goals and targets for the branch; measures, reviews, and maintains superior customer satisfaction levels.
  • Resolves customer concerns related to Cummins or distributor warranties; develops strong relationships with key customers through frequent and professional communication.

    • 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.
  • Ensures accountability - Holding self and others accountable to meet commitments.
  • Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
  • Manages conflict - Handling conflict situations effectively, with a minimum of noise.
  • 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 preferredThis 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.
  • Experience working with KPI measures in a union environment and asset.
  • Previous experience overseeing technicians an asset, especially in field service.
  • Cummins warranty experience an asset.
  • Red seal heavy equipment or commercial transport certification an asset.
  • Cummins dealer experience an asset.
  • NFPA electrical safety training/experience an asset.

    • Job SERVICE

    Primary Location Canada-Alberta-Edmonton-Canada, AB, Edmonton, Cummins Western Canada

    Job Type Experienced - Exempt / Office

    Recruitment Job Type Exempt - Experienced

    Job Posting Apr 24, 2024, 5:00:00 AM

    Unposting Date Ongoing

    Organization Distribution Business

    Role Category Onsite

    Relocation Package Eligible

    Req ID: 240002WY

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