Cummins Inc. Power Generation Service Supervisor - Colorado Springs in Colorado Springs, Colorado
Power Generation Service Supervisor - Colorado Springs
Power Generation Service Supervisor
No, this isn’t one of those ordinary jobs.
Cummins is a team of dependable, innovative thinkers, who are empowered to generate and deliver solutions for customers, community, and environment. Our employees develop their careers through the challenges only a diverse, global innovator can promise. This is a collaborative culture where thinking beyond your desk is more than part of the job. It is the job.
This is what we call Working Right.
As part of Cummins, we will add to your current skills by providing training, encouragement and growth within a teamwork environment. We invest in your professional growth by providing you with education and training opportunities to keep current on industry standards and products. You will gain valuable knowledge of the diesel engine industry and skills that will last a lifetime.
A commitment to excellence is deeply rooted in Cummins tradition of exceptional service. Our employees are dedicated to delivering the “Best Every Time, Every Day” with the goal of earning customers for life!
We take pride in providing an unmatched high caliber of service and support for Cummins engines, generators, filters, and related products that serve the varied needs of our customers. Crucial to accomplishing this is the energy and commitment of Cummins employees to the company.
Your responsibilities may include:
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.
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 Development - Explains scope of all primary electronic troubleshooting tools to understand which tools are applicable; identifies clear and robust design requirements by following the required process to ensure design meets or exceeds requirements; develops and executes test plans to validate the service tool.
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.
Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.
Education, Licenses, Certifications
Technical trade school degree or equivalent education, or equivalent experience required.
Intermediate level of relevant work experience, including team leadership experience, required.
This role will require 80 percent relevant Cummins power generation experience and 20 percent relevant Cummins engine experience. The selected candidate will be required to direct power generation/engine troubleshooting and repairs with little or no guidance.
The selected candidate must be willing to drive growth in the regional area of Colorado Springs in the power generation/engine markets.
This role will require the candidate to support technicians that are on call afterhours and on weekends.
Conduct monthly 1:1 meetings with direct reports to promote employee engagement
Conduct monthly department team meeting to collect feedback, communicate initiatives, discuss performance, and provide information which advances department excellence and employee satisfaction
Ensure weekly Tool Box meetings are conducted
Participate in monthly department team meeting to collect feedback, communicate initiatives, discuss performance, and provide information which advances department excellence and employee satisfaction
Continue to invest in employee development to build our internal talent. Build capability in leadership, improve diversity and enable all employees to reach their full potential.
Promote/enforce the use of Occupational Health provider (ex. – Axiom) for injuries
Support on-boarding process to ensure effective job transition
Improve or maintain NPS scores to greater than 66%
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. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify .
Ready to think beyond your desk? Apply for this opportunity and start your career with Cummins today.
Not ready to apply but want to learn more? Join our Talent Community to get the inside track on great jobs and confidentially connect to our recruiting team: https://www.cumminstalentcommunity.com/profile/join/
Primary Location United States-Colorado-Colorado Springs-US, CO, Colorado Springs, CSS Rocky Mountain
Job Type Experienced - Exempt / Office
Recruitment Job Type Exempt - Experienced
Job Posting Dec 2, 2019, 5:56:04 PM
Unposting Date Ongoing
Req ID: 19000540