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Service Supervisor - 14-0136

Job Summary:
The Field Service Customer Care Advisor can be viewed as two or more different positions depending on the role the person is performing and in some cases their duties overlap. Two generally used roles are the Service Scheduler who contacts customers and set up work orders and service events, and the Service Supervisor who builds quotes, consults with the customer and manages the work order while its in progress. In either role we want to WOW the customer & ensure the technicians are utilized to the fullest potential. To ensure SAFETY remains the #1 goal of Cummins Bridgeway LLC.
Responsibilities:
Review reports and direct field technicians to achieve profitability and maintain corporate measures, as needed
Develop and enforce field service policy and procedures.
Consult with customers, as appropriate.
Provide diagnostics, troubleshooting support.
Help coordinate field technician training.
Keep the field service vehicles a safe working environment; enforce safety procedures.
Help to maintain field service equipment and tooling.
Coordinate technician schedules. Follow up with Service Supervisor to ensure adequate coverage, if needed.
Sell our products and services
Maintain professional atmosphere.
Qualifications:
Customer service focused.
Ability to be flexible in a fast paced environment.
Embraces change.
Able to train and develop others.
Education/Experience:
High School Diploma.
Supervisory experience in automotive or service industry.
Customer service experience.
Technical experience in engine/generator operation and repair.
Skills and Abilities:
Ability to remain customer service focused.
Ability to be flexible in a fast-paced environment.
Ability to adapt to change.
Able to train and develop others.
Excellent written and verbal communication skills.
Ability to sell products and services.
Comfortable working with a computer, including BMS/Oracle and Custom Reporting.
Thorough understanding of Cummins warranty process.
Ability to multi-task, detail oriented.
Able to resolve conflicts with customers and employees.
Able to troubleshoot repair.
Basic electrical understanding.
Basic diesel engine understanding.
Work Environment:
Front office, shop office and field locations.
Must be able to handle busy peak periods.
Temperature extremes.
Noisy environment.

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