Overview
Service Supervisor Jobs in Abu Dhabi Emirate, United Arab Emirates at Cummins Arabia
Title: Service Supervisor
Company: Cummins Arabia
Location: Abu Dhabi Emirate, United Arab Emirates
Job Summary: 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.