Field Service Power Generation Service Supervisor

DESCRIPTION

We are looking for a talented Field Service Power Generation Service Supervisor to join our team in Service in West Valley City, UT.

In this role, you will make an impact in the following ways:

• Optimize technician efficiency and repair quality by coordinating schedules, aligning work plans with customer quotes, and monitoring productivity and outcomes.
• Strengthen team capability and engagement through consistent coaching, feedback, and performance reviews that support professional growth.
• Provide dependable first-line technical support to technicians and escalate complex issues promptly to keep repairs on track.
• Enhance operational safety, quality, and cost control by managing service logistics, materials, equipment, and staffing efficiently.
• Protect customer trust by developing and reviewing accurate service quotes, communicating updates proactively, and addressing repair plan deviations early.
• Drive continuous improvement by analyzing processes, identifying inefficiencies, and implementing changes that elevate service delivery.
• Maintain superior customer satisfaction by monitoring open repairs, resolving issues quickly, and building strong relationships through frequent, professional communication.
• Ensure reliable, high-quality service execution by supervising technicians and team leaders who install, service, and repair equipment and machinery.

• Strong financial acumen to interpret key cost, productivity, and profitability indicators, helping you make informed decisions that improve service operations and resource allocation.
• Effective communication skills to deliver clear, audience-specific messages to technicians, leaders, and customers, ensuring alignment and reducing confusion.
• Deep customer focus to build trust, strengthen relationships, and consistently deliver solutions that meet or exceed customer expectations.
• Ability to direct work efficiently by setting clear priorities, delegating effectively, and proactively removing barriers so the team can perform at its best.
• Commitment to accountability by holding yourself and your team to high performance standards, ensuring deadlines, quality metrics, and commitments are consistently met.
• Skillful conflict management to address issues quickly and professionally, minimizing disruption and maintaining a productive, respectful work environment.
• Strong diagnostics application skills to translate customer complaints into actionable troubleshooting steps, use mechanical/electronic tools effectively, validate repairs, and document findings accurately.
• Proficiency with electronic service tools to select, use, and interpret the correct hardware and software for diagnosing issues and determining accurate next steps.
• Accurate and thorough service documentation to capture customer, equipment, and technical details in the service system, ensuring complete and reliable records.
• Capability to manage technical escalations by gathering needed data, using available resources, escalating when appropriate, and documenting all actions for seamless handoffs and timely resolution.
• Strong understanding of warranty processes to verify failures correctly, apply warranty criteria accurately, identify eligible components, communicate requirements, and submit complete, correct claims.

• College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required.
• This position may require licensing for compliance with export controls or sanctions regulations.

• Intermediate level of relevant work experience in a technical field, including team leadership experience, required.

• Oversees field service execution for standby, prime, and mobile power generation systems across the Salt Lake City region, including emergency response and critical infrastructure support.
• Acts as the primary escalation point for complex generator, ATS, paralleling, and control system issues requiring cross-functional coordination.
• Manages direct reports' day-to-day operational and personnel needs, including work planning, KPI performance, one-on-one coaching, and resolution of employee concerns while reinforcing safety, quality, and accountability expectations.

• Demonstrated experience supervising field service technicians in power generation, heavy equipment, or industrial electrical/mechanical environments.
• Working knowledge of diesel and gaseous generator systems, ATS systems, and basic paralleling concepts.
• Proven ability to manage technician performance through KPIs, work plans, scheduling, and regular one-on-one engagements.
• Proficiency using service management systems, electronic service tools, and service documentation platforms.

• Prior Cummins product experience or distributor network experience.
• Experience supporting mission-critical customers such as data centers, healthcare, utilities, or municipal facilities.