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Service Operations Process Leader 14-0226

Company Name:
Cummins Bridgeway, LLC
The Service Operations Process Leader position ensures operational success throughout a defined region or territory. The role is primarily designed as a resource for local operations to assist with the successful execution of the Quick Serve process and other Key Performance Indicators. The SOPL is a service operations expert, fluent in all areas of the service business. The SOPL will assist with the identification of service business obstacles and opportunities and assist local operations and corporate quality as they strive to improve in all key areas.
Responsibilities:
This position will have key responsibilities in the areas of: Service Process Integration, Service Profitability Enhancement, BMS Service Module Expertise, and Operational Development
Quick Serve Champion
Assist with the successful execution of the Quick Service Process Performance / Adherence / Sustainability
Perform reoccurring onsite audits with leadership team to ensure process discipline
Train and mentor new service advisors on processes and procedures
Provide local staff with ongoing Quick Serve training
Develop skills assessments
Key Performance Indicators (KPI)
Provide guidance to ensure high efficiency and profitability levels
Responsible for KPI data gathering and reporting and project identification
Identify obstacles leading to process failures
Communicate expected behavior and provide insight leading to sound business decisions:
Business Management System (BMS)
Work order process expert
Provide warranty and policy instruction within assigned region
Service BU Process training Building job plans, quoting and work order management
WIP Performance Management
Responsible for scheduled review of all open work orders for conformity
Provide leadership in the territory to ensure continued improvement and sharing of best practices
Operational Support
Service Scheduling support:
Serve as the subject matter expert on scheduling development within assigned region
Work to provide standardization of the existing local tools, provide training on any new tools implemented
MISC
Assist local leaders with strategy support; alignment of corporate goals with ocal execution and sustainability
Creation of training materials
Campaign - TRP Communications
Provide support for Internal Hours Oversight including but not limited to training, reporting, service policy integration, distributor warranty, and rental support
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Education/Experience:
Bachelors degree in Business, or related field preferred
Familiarity of Six Sigma / Lean Manufacturing principles required. Certification desired.
Formal Operations experience in truck, engine, and equipment preferred
Experience with Microsoft Office, (specifically, Word, Excel, PowerPoint, Visio and Access), and Minitab
Skills and Abilities:
Excellent written and verbal communication skills
Self-starter, highly motivated, results driven, requiring minimal direct supervision
Works well in team environment
Strong leadership, negotiation, and presentation skills
Strong analytical capabilities
Strong multitasking capabilities, must be able to manage multiple simultaneous projects
Ability to travel, often overnight, to locations within the assigned territory
Travel Required (%):
Up to 40% overnight travel required

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