Cummins Inc. Service Manager in Albany, Georgia
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 Albany, GA for a Service Manager.
Your impact will happen in these and other ways:
Supervises employees who install, service, and repair equipmentand machinery.
Supervises Service Technicians and/or Service Team Leaders;coordinates and schedules Technician work schedules; communicates repair plansto Technicians aligned with customer quotes; monitors Technician productivityand repair quality.
Provides coaching and feedback to individual Service Techniciansand/or Service Team Leaders; provides performance reviews and opportunities forprofessional growth.
Provides first level of support to Service Technicians requiringassistance; 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 tocommunication to customers; provides updates on repair status and any plan or schedulechanges.
Participates in continuous improvement activities by reviewing,changing, and improving processes in line with changing customerexpectations/organizational goals.
Monitors the status of open repairs with technicians; addressesissues that impact completion of the repair plan in the time quoted tocustomers.
Monitors goals and targets for the branch; measures, reviews,and maintains superior customer satisfaction levels.
Resolves customer concerns related to Cummins or distributorwarranties; develops strong relationships with key customers through frequentand professional communication.
Skills and ExperienceRequired:
Channel Repair Process - QuickServe - Able to lead others inexecuting the QuickServe process. Demonstrate improvements using the QuickServeCustomer Meter/Net Promoter Score data. Able to identify correlation betweenkey service performance indicators and QuickServe Customer Meter to determinehow well the process is being executed.
Service Cross Functional Knowledge - Basic understanding of theservice processes, both retail and service support. Experience with the toolsof service such as diagnostic procedures, technical support, and reliabilityimprovement. User should have experience in field investigation of productfailure. User should understand diagnostic procedures and how our product isserviced in the field.
Communication - Written and Verbal - Is able to effectively andclearly communicate in both written and verbal means.
Analyze Issues - Understanding of how to analyze issues.Demonstrates use of analysis skills to learn and analyze information in atimely way. Applies accurate logic in solving problems.
Manage Execution - Solid understanding of how to manageexecution. Manages the performance of self and others through the use ofstructured tools. Delegates effectively and regularly with solid support andfollow through. Uses defined processes to manage execution.
Claims Management System - Awareness of the Claims ManagementSystems. Also has some knowledge of Cummins products and their respectivewarranty coverage's. Familiarization with the Warranty Administration Manual,campaigns, Temporary Repair Practices, and warranty alerts.
Focus on Customer Needs - Familiar with key Cummins customers.Knowledge would include business strategies, organizational structures,geographic footprints, financial results, internal processes, and primary needsfor effective segmentation.
Required Education, Licenses or Certifications
- Technical trade school degree or equivalenteducation, or equivalent experience required.
- Intermediate (3 years) level of relevant work experience,including team leadership experience, required.
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-Georgia-Albany-US, GA, Albany, Cummins Power South
Job Type Experienced - Professional / Office
Recruitment Job Type Professional - Experienced
Job Posting May 3, 2018, 12:36:44 PM
Unposting Date Ongoing
Req ID: 180002NI