Cummins Inc. Service Manager in Olympia, Washington

Service Manager


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.



Performance Measurements - Using business performance measurement to drive manager behavior. Calculates performance measurement appropriately as part of their work. Can explain the proper interpretation of measures in a business context. Understands the underlying principles, techniques, and procedures. Is able to perform effectively with assistance from specialist.

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, technical support, and reliability improvement. User should have experience in field investigation of product failure. User should understand diagnostic procedures and how our product is serviced in the field.

Warranty/Policy Support - Aware of the corporate warranty system and Marketing structure basics to support OEMs, Distributors and End User customers to maintain excellent partnerships and relationships.

Focus on Customer Needs - Familiar with key Cummins customers. Knowledge would include business strategies, organizational structures, geographic footprints, financial results, internal processes, and primary needs for effective segmentation.

Manage Execution - Demonstrated results indicating deep knowledge of managing execution. Coordinates performance across regions, teams, and departments on complex projects and work flows. Measures effectiveness of execution through defined metrics and disciplined monitoring.

Claims Management Systems - Demonstrated knowledge of Cummins warranty systems and coverage's. Ability distinguish between warranty, policy, distributor liability, and customer liability.

Working Capital Management - Use working capital management knowledge appropriately as part of their work. Knowledge of the cash conversion cycle and how accounts receivables, accounts payable, and inventory effect the cycle as well as the techniques for improving working capital and the metrics that can be used to monitor performance. Is able to perform effectively under the guidance/limited assistance from functional specialist.

Channel Repair Process - QuickServe - Able to lead others in executing the QuickServe process. Demonstrate improvements using the QuickServe Customer Meter/Net Promoter Score data. Able to identify correlation between key service performance indicators and QuickServe Customer Meter to determine how well the process is being executed.

Health, Safety, Environment - Commitment to a safe and environmentally clean working environment. Understands, complies and enforces all company health, safety and environment policies. Knowledge of facility management, safety/health/environmental regulations and industrial tooling maintenance. Knowledge of quality and process improvement principles (Six Sigma/5S) and ability to evaluate and implement improvement plans.

Education, Licenses, Certifications

College, university or equivalent degree preferred. Technical trade school degree or equivalent education, or equivalent experience required.


Intermediate level of relevant work experience, including team leadership experience, required.

Additional Responsibilities:

  • Establishes goals and targets for the branch in collaboration with internal stakeholders and sales colleagues including a review of key performance indicators for branch operations;

  • Reviews and maintains high customer satisfaction levels;

  • Effectively manages branch operations and works to resolve customer and employee opportunities and concerns through collaborative problem solving with internal stakeholders;

  • Provides employees timely and constructive performance feedback; including talent development in support of succession planning including regular employee reviews;

  • Leads and / or participates in continuous improvement activities by reviewing, changing and improving processes in line with changing customer expectations/organizational goals.

At Cummins, we are dedicated to diversity in the workplace and our policy is to provide equal employment opportunities to all qualified persons without regard to race, age, color, sex, religion, national origin, disability, veteran status, sexual orientation, gender identity and/or expression or other status protected by law.


Primary Location United States-Washington-Olympia-US, WA, Olympia, Cummins Northwest

Job Type Experienced - Professional / Office

Recruitment Job Type Professional - Experienced

Job Posting Mar 12, 2018, 2:28:13 PM

Unposting Date Ongoing

Req ID: 180000MT