Service Supervisor
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Key skills for this role
About the Role
Cummins Arabia is hiring a Service Supervisor in Abu Dhabi to supervise technicians who install, service, and repair equipment. The role involves scheduling, coaching, financial target achievement, and customer relationship management.
Key Skills for This Role
Responsibilities
- Supervise Service Technicians and/or Service Team Leaders; coordinate and schedule Technician work schedules
- Communicate repair plans to Technicians aligned with customer quotes; monitor Technician productivity and repair quality
- Achieve financial targets
- Provide coaching and feedback to individual Service Technicians and/or Service Team Leaders; provide performance reviews
- Provide first level of support to Service Technicians requiring assistance; escalate technical support needs when needed
- Manage service logistics including use of materials, equipment, and employees ensuring safety, quality, and efficient operations
- Develop and/or review quotes for accuracy prior to communication to customers; provide updates on repair status
- Participate in continuous improvement activities by reviewing, changing, and improving processes
- Monitor the status of open repairs with technicians; address issues that impact completion of the repair plan
- Monitor goals and targets for the branch; measure, review, and maintain superior customer satisfaction levels
- Resolve customer concerns related to Cummins or distributor warranties; develop strong relationships with key customers
Requirements
- 5+ years of experience in the field
- Mechanical Engineering background with knowledge of Electronics
- Marine experience is preferred
- Team management experience
- Customer service, strong communication skills
- Cummins product knowledge is a must
- ERP, Ms. Office skills preferred
- Ability to track and achieve financial targets
- Supplier management, Conflict management, Negotiation skills
Full Job Posting
Job Summary
- Supervises employees who install, service, and repair equipment and machinery.
Key Requirements
- 5+ years of experience in the field.
- Mechanical Engineering background with the knowledge of Electronics.
- Marine experience is preferred.
- Team management experience.
- Customer service, strong communication skills.
- Cummins product knowledge is a must.
- ERP, Ms. Office skills preferred.
- Ability to track and achieve financial targets.
- Supplier management, Conflict management, Negotiation skills.
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.
- Achieving financial targets.
- 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 and 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 succe
- 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 deter
- 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 appropr
- 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 repa
- Values differences Recognizing the value that different perspectives and cultures bring to an organization.
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