Service Supervisor

DESCRIPTION

We are looking for a talented Field Service Power Generation Supervisor to join our team specializing in Service for Cummins, Inc. in Glen Burnie, MD.

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

• Supervise Service Technicians : Coordinate and schedule work, communicate repair plans, and monitor productivity and quality.
• Provide Coaching and Feedback : Offer guidance, performance reviews, and professional growth opportunities to Service Technicians and Team Leaders.
• First-Level Support : Assist Service Technicians with technical issues and escalate support needs when necessary.
• Manage Logistics : Oversee the use of materials, equipment, and employees to ensure safety, quality, and efficiency.
• Review Quotes : Ensure accuracy of quotes before communicating to customers and provide updates on repair status and changes.
• Monitor Repair Status : Track open repairs, address issues impacting completion, and ensure timely execution of repair plans.
• Monitor Performance : Measure and maintain high levels of customer satisfaction and review branch performance targets.
• Issue Resolution : Address warranty-related issues and build strong relationships with key customers through professional communication.

• Communicates effectively - Tailor your communication style to fit different audiences. Use various communication channels to ensure your message is heard and understood.
• Technical Escalation - Collect comprehensive data on technical issues to provide a clear picture when escalating problems.Make full use of data management tools and available resources to troubleshoot effectively before escalating.Record all troubleshooting steps meticulously to ensure smooth transitions and accurate ticket resolution.
• Service Documentation - Ensure all customer, equipment, and technical information is recorded accurately.Adhere to established procedures for documenting service events to maintain consistency and reliability.
• Warranty Process - Analyze customer issues, determine warranty eligibility, identify coverable repair items, communicate with stakeholders, and file claims accurately using Cummins service information and warranty administration manual.

• 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.