Service Supervisor

JobsCloseBy Editorial Insights

Cummins seeks a Service Supervisor in Abu Dhabi to oversee service technicians, coordinate repairs, and drive profitability through efficient operations and customer focus. Ideal candidates have 5+ years field experience, a mechanical engineering background with electronics knowledge, and proven team leadership; marine experience is a plus. Highlight strong Cummins product knowledge and familiarity with ERP, plus the ability to hit financial targets, manage suppliers, negotiate, and resolve conflicts. In your application, emphasize leadership of service teams, scheduling optimization, accurate quoting, cost control, warranty handling, and continuous improvement. Demonstrate diagnostics and electronic tool proficiency and a proven ability to build lasting customer relationships with measurable outcomes.

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 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.