Service Supervisor

Cummins Everett , WA 98201

Posted 2 months ago

Our Distribution business delivers reliable, durable, high performing products for our global partners. You are key to our customers' success. Working with industry leading technology and diagnostic tools, you'll deliver solutions that build your knowledge base and fuel your career.

Expectations for the Everett, WA - based SERVICE SUPERVISOR :

Supervises employees who install, service, and repair equipment and machinery. 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.

If you want to develop your career with the industry leader who gives you the innovative technology you love to work with and empowers you to deliver a service you can be proud of then Cummins is where you need to be.

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.

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.

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.

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.

Electronic Service Tool Development

  • Explains scope of all primary electronic troubleshooting tools to understand which tools are applicable; identifies clear and robust design requirements by following the required process to ensure design meets or exceeds requirements; develops and executes test plans to validate the service tool.

Ensures accountability

  • Holding self and others accountable to meet commitments.

Communicates effectively

  • Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Manages conflict

  • Handling conflict situations effectively.

Customer focus

  • Building strong customer relationships and delivering customer-centric solutions.

Directs work

  • Providing direction, delegating, and removing obstacles to get work done.

Financial acumen

  • Interpreting and applying understanding of key financial indicators to make better business decisions.

Demonstrated ability to multi-task and effectively prioritize while remaining adaptable and flexible in a fast paced environment with changing customer and business demands.

Consistently drives and models a commitment to improving the Health, Safety and Environmental (HSE) Culture Provides leadership in support of an interdependent safety culture throughout the branch. Manages and actively completes job safety observations (JSO) and routinely attends branch safety meetings and Tool Box Talks. Directs and supports HSE learnings and holds direct reports accountable to HSE guidance and requirements to ensure compliance with Cummins Inc.

Demonstrates a commitment to understand and model Cummins Core Values

Education, Licenses, Certifications

Technical trade school degree or equivalent education, or equivalent experience required.


Intermediate level of relevant work experience, including team leadership experience, required.

Demonstrated experience in utilization of approved system tools and resources in effectively managing team, customer and business demands, i.e. TMS, Field Aware, Immediate Assessment, Guidanz, CSS, QuickServe, Insite, OneBMS or the equivalent of such.

Demonstrated experience in managing a diverse team including effectively supervising field, residential or remote technicians.

Demonstrated experience in effectively working independently and on-teams in support of meeting branch objectives, targets and Key Performance Indicators (KPIs).

Compensation and Benefits

Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage and a full complement of personal and professional benefits.

Cummins and E-verify

At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates right to work using E-Verify.

Cummins will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization. To learn more about E-Verify, including your rights and responsibilities, please

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Service Supervisor