Service Manager

Description

SERVICE MANAGER

Our culture believes in POWERING YOUR POTENTIAL . We provide global opportunities to develop your career, make your community a better place and work with today’s most innovative thinkers to solve the world’s toughest problems.

We believe in flexibility for you to explore your passions while making an impact through meaningful work within our inclusive workforce. That’s what #LifeAtCummins is all about.

We are looking for a talented Service Manager to join our team specializing in Manufacturing for our CSSNA Operations in St. Louis, MO office.

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

• Manages service operations, workshop or field, that provide retail or distributor product or application services. Manages department personnel along with the departmental budget.
• Manages all operations including service staff and supervisors; resolves most complex business problems for those on the team.
• Provides employees timely and constructive performance feedback; develops employees and provides opportunities that enhance employee career growth.
• Leads continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals.
• Regularly reviews key performance indicators for service operations and addresses issues and opportunities.
• Ensures the volume of work produced meets company standards and ensures customer satisfaction.
• Identifies trends and initiates changes/improvements necessary to achieve goals and objectives while ensuring customer needs are met without interruption to service levels.
• Established positive and professional working relationships with key customers.
• Establishes goals and targets for the service operations; measures, reviews and maintains superior customer satisfaction levels.

Qualifications

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

Skills

• 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.
• Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.
• Ensures accountability - Holding self and others accountable to meet commitments.
• Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• 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, with a minimum of noise.
• Customer focus - Building strong customer relationships and delivering customer-centric solutions.
• Develops talent - Developing people to meet both their career goals and the organization’s goals.
• Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.
• Plans and aligns - Planning and prioritizing work to meet commitments aligned with organizational goals.
• Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

Education, Licenses, Certifications

• Demonstrated role competence is required. College, university, or equivalent Bachelor's degree in relevant discipline is preferred.
• This position may require licensing for compliance with export controls or sanctions regulations.

Experience

• Significant level of relevant technical experience, including supervisory experience, required.

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• Must have at least 5 years of supervisor/management experience

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• Proficient in BMS and power BI

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• Safety first attitude and maintain HSE policies

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• Customer focused while maintaining Cummins core values

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• Manage KPI's successfully

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• Manage tech training to maintain certifications in shop and field

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• Must be able to maintain a good working relationship with the shop CBA

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• Must have open and effective communication with all direct reports

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.

Job SERVICE

Primary Location United States-Missouri-St. Louis-US, MO, St Louis, Cummins Mid-South

Job Type Experienced - Exempt / Office

Recruitment Job Type Exempt - Experienced

Job Posting May 8, 2023, 11:00:00 PM

Unposting Date Ongoing

Organization Distribution Business

Role Category Onsite

Req ID: 2300049G