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Field Service Supervisor

2 months ago

Toowoomba, Queensland, Australia Cummins Inc. Full time
Job Summary:

As a Technical Field Service Manager at Cummins Inc., you will be responsible for providing technical support and guidance to customers in the field. This role requires a strong understanding of engine products and the ability to diagnose and repair complex issues.

Key Responsibilities:
  • Establish and maintain productive customer relationships to ensure prompt and efficient attention to customer needs.
  • Apply specialized tools and follow documented procedures to diagnose and complete complex repairs at customer sites.
  • Perform preventative maintenance activities on engines and related components in the field, adhering to documented schedules and standards.
  • Escalate unresolved issues to product specialists or supervisor, ensuring timely resolution.
  • Coach and develop technicians and/or apprentices, transferring knowledge and experience to others.
  • Complete required documentation, including service worksheets, timesheets, warranty claims, and quality documents.
  • Identify additional sales and service opportunities with customers.
  • Complete training in line with skill and business requirements.
  • Maintain service vehicles and tools for cleanliness and proper operation.
  • Ensure adherence to all relevant Health, Safety, and Environmental policies, procedures, and legislation.
Competencies:
  • Communicates effectively, conveying a clear understanding of unique customer needs.
  • 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.
  • Manages complexity, making sense of complex information to effectively solve problems.
  • Manages conflict, handling conflict situations effectively.
  • Self-development, actively seeking new ways to grow and be challenged.
  • Health and Safety Fundamentals, championing proactive health and safety behaviors.
  • Diagnostics Application, translating customer complaints to develop troubleshooting plans.
  • Electronic Service Tool Application, identifying and utilizing electronic tool sets for service events.
  • Engine Systems Interactions, interpreting and analyzing internal and external electrical and mechanical systems.
  • Product Repair and Maintenance, repairing and maintaining mechanical/electrical products.
  • Service Documentation, creating and verifying customer, equipment, and technical information.
  • Technical Escalation, obtaining product technical issue information and utilizing available resources.
  • Values differences, recognizing the value of different perspectives and cultures.
Education, Licenses, Certifications:
  • Apprentice Trained Engine Technician (Preferred)
  • Vocational diploma from relevant technical institution
  • Locally valid driving permit
Experience:
  • Significant field service work experience
  • Expert level knowledge of and/or experience with engine products
  • Customer service experience
  • Experience providing technical advice and coaching to more junior technicians (Preferred)