Service Supervisor

Description

Job Summary: We are seeking a talented Service Supervisor to drive service quality, customer satisfaction, and team development in a global environment. Key Highlights: 1. Impacts service quality and customer satisfaction. 2. Develops team skills through training and plans. 3. Leads meetings, manages resources, and optimizes operational processes. At Cummins, we believe your passion is your strength. Advance your career with the support of a global team that empowers you to bring your best self forward. We are seeking a talented **Service Supervisor** to join our team in **Argentina \| DBU**. **In this role, you will make an impact in the following ways:** * Promote service quality and customer satisfaction to drive business growth within the region. * Develop team members’ skills in their respective areas through coordination and execution of training and development plans. * Coordinate and review technical reports generated by the team, ensuring existing reports and procedures remain up to date. * Conduct and supervise JSA (Job Safety Analysis) checklists and JSO (Job Safety Observation) audits. * Enhance organizational agility to seize opportunities and respond effectively to operational challenges. * Review expense and cash reimbursement reports, ensuring proper justification of expenses associated with each Work Order. * Lead weekly team meetings to review situations requiring intervention, workplace HSE conditions, and departmental needs. * Conduct quarterly meetings to review departmental objectives and action plans. * Coordinate and manage parts, tools, and resources required to execute repairs within the assigned area. * Plan and manage Work Orders within SIMOVA, coordinating their creation, tracking, labor assignment in ERP, control, and closure. * Actively participate in planning, tracking, and logistics of materials, supplies, spare parts, implements, modifications, and improvements. * Monitor key performance indicators (KPIs) for the area, including LUR, Billing Efficiency, T/B Ratio, and Productivity, developing and tracking action plans to correct deviations. * Collaborate actively with Commercial and Support departments to achieve business objectives. * Demonstrate strong attention to detail and promote implementation of 5S practices and continuous improvement initiatives. **Competencies:** * Financial Acumen \- Interpret key financial metrics and apply this knowledge to make more appropriate business decisions. * Communicates Effectively \- Develop and deliver multimodal communications that convey clear understanding of the unique needs of different audiences. * Customer Focus \- Cultivate strong customer relationships and deliver customer-centric solutions. * Leads Work \- Provide direction, delegate, and remove obstacles so work gets done. * Ensures Accountability \- Hold yourself and others accountable for meeting commitments. * Conflict Management \- Handle conflict situations effectively and with minimal disruption. * Diagnostic Application \- Translate customer complaints into solution plans; resolve problems following guided workflows, procedures, specialized equipment such as mechanical and electronic service technicians, and PC diagnostic software to isolate failed components enabling successful repair; validate repair by duplicating the complaint to ensure resolution; document problem resolution results in commercial systems to communicate what was done for billing and historical tracking. * Electronic Service Tool Application \- Identify the set of hardware and software tools required for a service event; use appropriate electronic tools to maintain the product or diagnose and resolve a problem; interpret electronic tool results or recommendations to determine next steps for service resolution. * Service Documentation \- Create and verify customer, equipment, and technical information; capture specific data using required service tools; follow required procedures and document information in the service management system to maintain an accurate record of work performed. * Technical Escalation \- Gather information about the product’s technical issue and use available resources, including data management tools; escalate issues to higher levels of expertise, balancing timeliness of customer response with investigative effort; capture all troubleshooting steps in the appropriate database to ensure seamless transitions and accurate, timely ticket resolution. * Warranty Process \- Analyze customer problems to verify root cause and associated progressive damage using Cummins-published service information; interpret the Warranty Administration Manual to determine eligibility for coverage and claim requirements; identify repair-related items eligible for coverage and communicate them to stakeholders; file a claim in the appropriate system using proper documentation and requirements to receive an accurate settlement. * Values Differences \- Recognize the value that diverse perspectives and cultures bring to an organization. **To be successful in this role, you will need:** * A tertiary, university, or equivalent degree in a relevant discipline—or equivalent relevant experience—is mandatory. * This position may require licenses to comply with export controls or sanctions regulations. * Technical experience in the industry—including team leadership experience—is mandatory. **Job** Service **Organization** Cummins Inc. **Role Category** On\-site with Flexibility **Job Type** Exempt \- Experienced **ReqID** 2430788 **Relocation Package** No **100% On\-Site** Yes Due to the operational nature and specific job duties of this role, work is required to be completed 100% in person/On\-site.