GPP Database Link (https://cummins365.sharepoint.com/sites/CS38534/) **Job Summary:** Supervises employees who install, service, and repair equipment and machinery. **Key Responsibilities:** 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. **Qualifications** **Escucha Activa** La capacidad de escuchar atentamente es crucial esto le permite identificar la voluntad del grupo para luego ayudar a clarificarla. **Empatía** Hace referencia a la habilidad para entender, reconocer y aceptar a las personas como espíritus esenciales, asume las intenciones positivas de los miembros del equipo y no las rechaza, aun cuando se vean obligados a cuestionar su desempeño. **Sanación** Es la búsqueda de un entorno laboral saludable y pleno, que propicie el bienestar de todos los miembros del equipo, para sanarse a sí mismos y a los demás. **Conciencia** Discernir entre lo importante y lo urgente, desde un punto de vista más integral y holístico. **Persuasión** En lugar de imponer su autoridad, el líder de servicio trata de convencer a los demás y crear consenso en el grupo. Al adoptar esta posición, asume tanto el riesgo de fracaso como la oportunidad de éxito. **Responsibilities** **Competencies:** Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions. 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. Directs work - Providing direction, delegating, and removing obstacles to get work done. Ensures accountability - Holding self and others accountable to meet commitments. Manages conflict - Handling conflict situations effectively, with a minimum of noise. Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking. Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution. 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. Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner. Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using Cummins published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement. Values differences - Recognizing the value that different perspectives and cultures bring to an organization. **Education, Licenses, Certifications:** 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:** Intermediate level of relevant work experience in a technical field, including team leadership experience, required. **Job** Service **Organization** Cummins Inc. **Role Category** On-site with Flexibility **Job Type** Exempt - Experienced **ReqID** 2423667 **Relocation Package** Yes **100% On-Site** Yes Due to the operational nature and specific job duties of this role, work is required to be completed 100% in person/On-site.