Cummins Inc. Service Manager in Grand Rapids, Michigan
Cummins is a place big enough to coach and develop a global workforce and create the world’s leading clean, engine technology. We’re also small enough for you to find your fit and personal passion with a team of dependable, innovative thinkers who are developing their careers within a diverse, inclusive, empowering environment.
Learn more about this role and how you can begin Working Right .
Cummins delivers reliable, durable, high performing products to our global partners. Working in an innovative space, you’ll develop high tech solutions that will fuel your advanced career skill set and empower you to own your career. Our integrated businesses demand the talents and creativity of individuals with a wide range of skills and experience.
This is an exciting opportunity in Grand Rapids, MI for a Service Manager.
Your impact will happen in these and other ways:
Supervisesemployees who install, service, and repair equipment and machinery.
SupervisesService Technicians and/or Service Team Leaders; coordinates and schedulesTechnician work schedules; communicates repair plans to Technicians alignedwith customer quotes; monitors Technician productivity and repair quality.
Providescoaching and feedback to individual Service Technicians and/or Service TeamLeaders; provides performance reviews and opportunities for professionalgrowth.
Providesfirst level of support to Service Technicians requiring assistance; escalatestechnical support needs for resolution when needed.
Managesservice logistics including use of materials, equipment, and employees ensuringsafety, quality, and efficient operations
Developand/or reviews quotes for accuracy prior to communication to customers;provides updates on repair status and any plan or schedule changes.
Participatesin continuous improvement activities by reviewing, changing, and improvingprocesses in line with changing customer expectations/organizational goals.
Monitorsthe status of open repairs with technicians; addresses issues that impactcompletion of the repair plan in the time quoted to customers.
Monitorsgoals and targets for the branch; measures, reviews, and maintains superiorcustomer satisfaction levels.
Resolvescustomer concerns related to Cummins or distributor warranties; develops strongrelationships with key customers through frequent and professionalcommunication.
Skills and Experience Required:
Channel Repair Process - QuickServe- Able to lead others in executing the QuickServe process. Demonstrateimprovements using the QuickServe Customer Meter/Net Promoter Score data. Ableto identify correlation between key service performance indicators andQuickServe Customer Meter to determine how well the process is being executed.
Service Cross Functional Knowledge -Basic understanding of the service processes, both retail and service support.Experience with the tools of service such as diagnostic procedures, technicalsupport, and reliability improvement. User should have experience in fieldinvestigation of product failure. User should understand diagnostic proceduresand how our product is serviced in the field.
Communication - Written and Verbal -Is able to effectively and clearly communicate in both written and verbalmeans.
Analyze Issues - Understanding ofhow to analyze issues. Demonstrates use of analysis skills to learn and analyzeinformation in a timely way. Applies accurate logic in solving problems.
Manage Execution - Solidunderstanding of how to manage execution. Manages the performance of self andothers through the use of structured tools. Delegates effectively and regularlywith solid support and follow through. Uses defined processes to manageexecution.
Claims Management System - Awarenessof the Claims Management Systems. Also has some knowledge of Cummins productsand their respective warranty coverage's. Familiarization with the WarrantyAdministration Manual, campaigns, Temporary Repair Practices, and warranty alerts.
Focus on Customer Needs - Familiarwith key Cummins customers. Knowledge would include business strategies,organizational structures, geographic footprints, financial results, internalprocesses, and primary needs for effective segmentation.
Required Education, Licenses or Certifications
Trade school degree and/or significant work experience isrequired.
Bachelor ofScience (or equivalent degree) is preferred.
Minimum 3yrs Supervisory experience required.
Prior experience as a Service Advisor, Technician orrelated role is highly preferred.
Compensation and Benefits
Base Salary commensurate with experience. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage and a full complement of personal and professional benefits.
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 right to work using E-Verify. Cummins 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.
Ready to think beyond your desk? Apply for this opportunity to start your career with Cummins today. careers.cummins.com
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Primary Location United States-Michigan-Grand Rapids-US, MI, Grand Rapids, Cummins Bridgeway North
Job Type Experienced - Professional / Office
Recruitment Job Type Professional - Experienced
Job Posting May 25, 2017, 11:22:59 AM
Unposting Date Ongoing
Req ID: 170002H4