Service Manager

DESCRIPTION

Being part of Cummins means working alongside today's most innovative thinkers to solve the world's toughest problems. We are proud to offer learning and development opportunities designed to promote individual performance and spark purpose and trust within our teams. We look to hire the best and then help you to become even better. Thank you for your interest in continuing to grow your Cummins career!

We are looking for a talented Service Manager to join our team based in Tuas, Singapore. This is an Onsite role reporting to the General Manager - DBU Singapore

Manages service operations, workshop or field, that provide retail or distributor product or application services. Manages department personnel along with the departmental budget.

• Manages all operations including service staff and supervisors; resolves most complex business problems for those on the team.
• Provides employees timely and constructive performance feedback; develops employees and provides opportunities that enhance employee career growth.
• Leads continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals.
• Regularly reviews key performance indicators for service operations and addresses issues and opportunities.
• Ensures the volume of work produced meets company standards and ensures customer satisfaction.
• Identifies trends and initiates changes/improvements necessary to achieve goals and objectives while ensuring customer needs are met without interruption to service levels.
• Established positive and professional working relationships with key customers.
• Establishes goals and targets for the service operations; measures, reviews and maintains superior customer satisfaction levels.

• Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.
• Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Customer focus - Building strong customer relationships and delivering customer-centric solutions.
• Develops talent - Developing people to meet both their career goals and the organization's goals.
• Ensures accountability - Holding self and others accountable to meet commitments.
• Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Manages conflict - Handling conflict situations effectively, with a minimum of noise.
• Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Plans and aligns - Planning and prioritizing work to meet commitments aligned with organizational goals.
• Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.
• 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.
• Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

• 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.
• Experience:
• Significant level of relevant technical experience, including supervisory experience, required.
• Familiar with the Cummins System
• Experience in leading the team more than 20 people
• Good Communication record to the customers
• Can consider if he/she with Cummins related business for more than 15 years regardless of education level
• Preferably with the followings
• Experience with service tools and workshop equipment's
• Singapore Class 3 driving license
• No cross-border relocation provided.