Service Supervisor

DESCRIPTION

We are looking for a talented Service Supervisor to join our team specializing in Service for Cummins, Inc. in North Las Vegas, NV.

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

• Supervise Technicians : Oversee Service Technicians and/or Service Team Leaders, coordinate their schedules, communicate repair plans, and monitor productivity and repair quality.
• Provide Coaching and Feedback : Offer guidance and feedback to Service Technicians and Team Leaders, conduct performance reviews, and support their professional growth.
• First-Level Support : Assist Service Technicians with initial support needs and escalate technical issues when necessary.
• Manage Service Logistics : Ensure efficient use of materials, equipment, and personnel while maintaining safety and quality standards.
• Develop and Review Quotes : Create and verify quotes for accuracy before communicating with customers and provide updates on repair status and any changes.
• Monitor Repair Status : Track the progress of open repairs, addressing any issues that may delay completion within the quoted timeframe.
• Monitor Branch Goals : Set and review goals and targets for the branch, ensuring high levels of customer satisfaction.
• Resolve Customer Concerns : Address customer issues related to warranties and build strong relationships through regular, professional communication.

• Communicates effectively - Tailor your communication style to meet the needs of different stakeholders. Use various communication channels to ensure your message is clear and accessible to everyone involved.
• Customer focus - Take the time to understand your customers' needs and preferences.Focus on providing solutions that are tailored to the customer's specific situation. Follow up to ensure the customer is satisfied and to address any further issues.
• Diagnostics Application - Translates customer complaints to develop troubleshooting plan. Follow guided workflows and procedures meticulously.Keep detailed records of your troubleshooting process and results.
• Technical Escalation - Make use of all available resources, including data management tools and expert advice, to resolve technical issues.Know when to escalate an issue to a higher level of expertise.Document all troubleshooting steps and resolutions accurately in the appropriate database.

• 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.

• Supervisor role is on site for our In-Shop team.
• A candidate should possess strong leadership values.
• BMS experience (open/close workorders, scheduling, warranty, invoicing) is required.
• Familiarity with Guidanz is preferred.
• Previous leadership experience is preferred.
• Baseline knowledge of On Highway Business is preferred.