Service Supervisor

About the job

We are looking for a talented Service Supervisor to join our team specializing in Service for Cummins, Inc. in Dedham, MA.

In this role, you will make an impact in the following ways:

• Supervise and coordinate Service Technicians and Team Leaders to ensure efficient work schedules.

• Communicate repair plans clearly to Technicians, aligning them with customer quotes.

• Monitor productivity and quality of repairs, providing coaching and feedback for continuous improvement.

• Support Technicians with first-level assistance and escalate technical issues when necessary.

• Manage service logistics to ensure safety, quality, and efficiency in operations.

• Review and develop quotes for accuracy, keeping customers informed of repair status and changes.

• Participate in continuous improvement by refining processes to meet evolving customer and organizational goals.

• Maintain customer satisfaction by addressing repair issues promptly and resolving warranty concerns effectively.

To be successful in this role you will need the following:

• 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.

• Diagnostics Application: Translating customer complaints to develop troubleshooting plans and using specialized tools to ensure successful repairs.

• Technical Escalation: Make use of all available resources, including data management tools and expert advice, to resolve technical issues.Know when to escalate an issue to a higher level of expertise.Document all troubleshooting steps and resolutions accurately in the appropriate database.

Education/Experience:

• College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required.

• This position may require licensing for compliance with export controls or sanctions regulations.

• Intermediate level of relevant work experience in a technical field, including team leadership experience, required.

Additional Responsibilities:

• This role will be focused on In Shop Service Operations.

• Excellent communication skills and the ability to manage complex situations and be able to work with different support teams

• High amount of customer interactions and managing day-to-day work order management.

• Supervisor will assist with on-call coverage on rotation.

• Complete and document a minimum of 4 Job Safety Observations (JSOs) and 2 safety sparks per month.

• Understand and actively manage the QuickServe Health Score , including the factors that influence performance. Communicate results, trends, and improvement actions during daily standups and weekly team huddles and hold the team accountable for consistent execution of all process requirements to drive operational excellence and customer satisfaction.

• CDL/DOT license recommended but not required.

Compensation:

Please note that the salary range provided is a good faith estimate on the applicable range. The final salary offer will be determined after considering relevant factors, including a candidate’s qualifications and experience, where appropriate.

Job Service

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Exempt - Experienced

Min Salary $94560

Max Salary $141840

ReqID 2439451

Relocation Package Yes

100% On-Site No

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 the right to work using E-Verify and 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. Visit http://EEOC.gov to know your rights on workplace discrimination.