Cummins Fridley , MN 55432
Posted 2 weeks ago
Field Service Supervisor
Description
Supervises the Field Service Engineering Team. Handles complex escalated and unresolved support issues. Trains Field Service Engineering Specialists.
Provides day-to-day supervision of the Field Service Engineering Team; responsible for the daily operations.
Knowledge Management by sharing acquired knowledge with other teams through Knowledge Management System (KMS), Quick Serve Online (QSOL) tickets, training, etc.
Communicates to ensure territories are well informed and regularly scheduled meetings across team/functions/customer groups.
Puts safety in everything with the objective of injury free living.
Improves capability across the board through coaching, mentoring and training Field Service Engineering in order to support our customers more efficiently.
Provides product and customer support in the field while being a liaison during escalations to Technical Territory Manager (TTM)/ Engineering for product improvements and fixes. Implements non-complex Step 3 improvements without approval. Implements complex Step 3 fixes after gaining appropriate approvals.
Applies and supports product problem solving processes such as the Seven-Step Problem Solving Approach.
Implements Diversity and Inclusion Initiatives.
Invests in our employees through leadership education, development opportunities and workplan management.
Qualifications
Skills
Diagnostics Application
Technical Escalation
Service Documentation
Collaborates
Communicates effectively
Manages complexity
Customer focus
Being resilient
Builds effective teams
Drives results
Field Investigation and Support
Product Failure Reporting and Corrective/Preventive Action Systems
Product Problem Solving
Technical Customer Management
Education, Licenses, Certifications
College, university, or equivalent degree in Engineering, or related field is highly preferred 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 required; prior experience in a technical role is preferred. Team leadership experience is also preferred.
JOB SUMMARY:
Supervises the Field Service Team. Manages customer requests to handle complex escalated and unresolved support issues.
ADDITIONAL RESPONSIBILITIES
Act as single point of contact for customers requirements. Coordinates and schedules Service Engineers work.
Communicates repair plans to Service Engineers aligned with customer quotes; monitors Service Engineers productivity and repair quality.
Monitors the status of Service Requests, Work Orders and/or interventions with Service Engineers; addresses issues that impact completion of the repair plans in the time quoted to customers.
Manages and support documentation of service and repair actions in the appropriate database clearly and concisely.
Assists with service logistics including use of materials, equipment, and employees ensuring safety, quality, and efficient operations.
Contributes effectively toward team goals, exhibits influence within a work group and continues to develop proficiency in the competency areas critical to success in the role.
Warranty Process
Promote Cummins Service capability and service programs to increase sales
EXPERIENCE AND SKILLS
Intermediate level of relevant work experience in a technical field, including team leadership experience required. Oil & Gas experience considered an asset.
Knowledge in understanding Process and Instrumentation Diagrams (P&IDs), mechanical and electrical systems and drawing.
Knowledge in the operation of instrumentation, sensors and other electro-mechanical components and controls.
Strong Customer service, negotiations, interpersonal, conflict management skills.
Job SERVICE
Primary Location United States-Minnesota-Minneapolis-US, MN, Fridley, Cummins Power Generation
Job Type Experienced
Recruitment Job Type Exempt
Job Posting Apr 18, 2024, 9:56:01 PM
Unposting Date Ongoing
Organization Accelera Business
Role Category Hybrid
Relocation Package Ineligible
Req ID: 240003BK
Cummins