Job Description

Service supervisor (evening shift) Description 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. Qualifications Competencies Diagnostics application - Translates customer complaints; Troubleshoots issues by following guided workflows and procedures and using specialized tools and identifies faulty software modules. Validates the repair by reproducing the problem to test that it has been fixed. Documents repair results in systems to communicate actions taken for payment and incident tracking over time. Warranty Process - Analyzes customer issues to determine the root cause of failures and associated damage using information published by Cummins; Interprets the manual to determine if the problem is covered by the warranty. identifies the elements associated with the repair that can be covered and communicated to the various stakeholders; enters claims into the system with the appropriate documentation and requirements to enable the settlement of the claim. Technical escalation - Obtains information about technical product issues and utilizes available resources, including data management tools; Escalate issues to a higher level of expertise by aligning customer response time with investigative efforts. Captures the steps of the problem resolution in the appropriate database to ensure consistent transitions and timely resolution of the problem. Maintenance Documentation - Creates and verifies technical, equipment and customer information; Captures specific data using the required service tools. follows procedures and documents the necessary information in the management system in order to have a good visibility on the work undertaken. Electronic Service Tools Application - Identifies the range of available hardware and software tools required for a service event; uses appropriate electronic tools to maintain the viability of the product or to diagnose or troubleshoot the product; interprets the results or recommendations of these tools to determine the next steps in resolving the event. Empower others and oneself - Seeing yourself and others as responsible for the commitments made. Communicate effectively - Design and implement diversified means of communication, demonstrating a detailed understanding of the specific needs of different interlocutors. Manage conflict - Manage conflict situations effectively and with minimal spillovers. Be customer oriented \xe2\x80\x93 Develop strong relationships with customers and provide customer-oriented solutions. Supervise work - Provide instructions, delegate and remove obstacles so that work is properly done. Master financial issues - Interpret key financial indicators and use their understanding to make better decisions for the organization. Education/Certifications Proof of competence within the function is required. A graduate degree from a school or university, or an equivalent bachelor\'s degree in a relevant discipline isdesirable. This position may require a license to comply with export controls or sanctions regulations. An intermediate level of relevant work experience in a technical field is required, including experience in team leadership. Working hours Monday to Friday from 2:30 p.m. to 1:00 a.m. Unionized work environment Bilingual an asset supervision between 7 and 10 professional technicians Job SERVICE Primary Location Canada-Quebec-Montr\xc3\xa9al-Canada, QC, Pointe-Claire, Cummins Eastern Canada Job Type Experienced - Exempt / Office Recruitment Job Type Exempt - Experienced Job Posting Feb 24, 2023, 8:39:07 AM Unposting Date Ongoing Organization Distribution Business Req ID: 230001WQ