Service Supervisor

Cummins•Weston, WI

11d•Onsite

About The Position

We are looking for a talented Service Supervisor to join our team specializing in Service for Cummins, Inc. in Weston, WI. In this role, you will make an impact in the following ways: Supervise and coordinate Service Technicians and Team Leaders to ensure efficient work schedules. Communicate repair plans clearly to Technicians, aligning them with customer quotes. Monitor productivity and quality of repairs, providing coaching and feedback for continuous improvement. Support Technicians with first-level assistance and escalate technical issues when necessary. Manage service logistics to ensure safety, quality, and efficiency in operations. Review and develop quotes for accuracy, keeping customers informed of repair status and changes. Participate in continuous improvement by refining processes to meet evolving customer and organizational goals. Maintain customer satisfaction by addressing repair issues promptly and resolving warranty concerns effectively.

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.
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.
Diagnostics Application: Translating customer complaints to develop troubleshooting plans and using specialized tools to ensure successful repairs.
Technical Escalation: Make use of all available resources, including data management tools and expert advice, to resolve technical issues. Know when to escalate an issue to a higher level of expertise.
Document all troubleshooting steps and resolutions accurately in the appropriate database.

Nice To Haves

This position may require licensing for compliance with export controls or sanctions regulations.

Responsibilities

Supervise and coordinate Service Technicians and Team Leaders to ensure efficient work schedules.
Communicate repair plans clearly to Technicians, aligning them with customer quotes.
Monitor productivity and quality of repairs, providing coaching and feedback for continuous improvement.
Support Technicians with first-level assistance and escalate technical issues when necessary.
Manage service logistics to ensure safety, quality, and efficiency in operations.
Review and develop quotes for accuracy, keeping customers informed of repair status and changes.
Participate in continuous improvement by refining processes to meet evolving customer and organizational goals.
Maintain customer satisfaction by addressing repair issues promptly and resolving warranty concerns effectively.
Oversee Service and Parts departments for a Tier 3 branch, managing facility maintenance planning, service scheduling, and operational workflow.
Support sales initiatives through direct customer engagement, needs assessment, and consultation on Cummins products and service solutions.