Service Supervisor

Cummins•Downey, CA

1d•Onsite

About The Position

We are looking for a talented Service Supervisor to join our team in Service in Downey, CA. In this role, you will make an impact in the following ways: Drive service execution by effectively scheduling and coordinating technicians to ensure timely, efficient completion of repairs aligned to customer commitments. Improve repair quality and consistency by clearly communicating repair plans and monitoring technician productivity and workmanship against standards. Strengthen team capability by providing ongoing coaching, performance feedback, and development opportunities that build technical and leadership skills. Enable rapid issue resolution by serving as the first line of support for technicians and escalating complex technical challenges to minimize downtime. Optimize operational efficiency by managing service logistics, including labor, materials, and equipment, while maintaining a strong focus on safety and quality. Enhance customer trust by ensuring accurate quotes, proactively communicating repair status, and quickly addressing changes to scope or timelines. Deliver continuous improvement by identifying process gaps, implementing enhancements, and aligning service operations with evolving customer and business expectations. Increase customer satisfaction and business performance by monitoring repair progress, resolving warranty concerns, and building strong, professional relationships with key customers.

Requirements

College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required.
Intermediate level of relevant work experience in a technical field, including team leadership experience, required.
Knowledge of Diesel and/or Nat Gas engines
Previous experience working in a shop service environment
Previous experience ‘scheduling, dispatching, and managing’ service personnel
Previous experience in coaching and developing technicians
Knowledge of Cummins Warranty/Policy
Ability/experience creating customer estimates/quotes
Ability/experience creating warranty claims
Computer literate
Knowledge of Cummins QSOL/Insite
Customer Service experience

Responsibilities

Drive service execution by effectively scheduling and coordinating technicians to ensure timely, efficient completion of repairs aligned to customer commitments.
Improve repair quality and consistency by clearly communicating repair plans and monitoring technician productivity and workmanship against standards.
Strengthen team capability by providing ongoing coaching, performance feedback, and development opportunities that build technical and leadership skills.
Enable rapid issue resolution by serving as the first line of support for technicians and escalating complex technical challenges to minimize downtime.
Optimize operational efficiency by managing service logistics, including labor, materials, and equipment, while maintaining a strong focus on safety and quality.
Enhance customer trust by ensuring accurate quotes, proactively communicating repair status, and quickly addressing changes to scope or timelines.
Deliver continuous improvement by identifying process gaps, implementing enhancements, and aligning service operations with evolving customer and business expectations.
Increase customer satisfaction and business performance by monitoring repair progress, resolving warranty concerns, and building strong, professional relationships with key customers.
Apply financial acumen to monitor branch performance, interpret key metrics, and make informed decisions that balance cost, productivity, and customer satisfaction.
Communicate clearly and consistently with technicians, customers, and stakeholders to ensure alignment on repair plans, priorities, and expectations.
Build strong customer relationships by delivering responsive, transparent, and solution-focused service that meets or exceeds expectations.
Direct work effectively by prioritizing tasks, delegating responsibilities, and removing barriers to ensure efficient service execution.
Ensure accountability by setting clear expectations, tracking progress against commitments, and addressing performance gaps promptly.
Navigate and resolve conflict professionally, maintaining team cohesion and minimizing disruption to service delivery.
Leverage technical expertise (diagnostics, electronic tools, and service documentation) to guide teams, validate repair quality, and ensure accurate, compliant records.
Manage technical escalation and warranty processes effectively while valuing diverse perspectives to drive better problem-solving, decision-making, and team performance.