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Field Service Supervisor

2 months ago

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

We are seeking a highly skilled and experienced Field Service Supervisor to join our team at Cummins Inc. As a key member of our service team, you will be responsible for providing technical support and guidance to our customers, ensuring prompt and efficient attention to their needs.

Key Responsibilities
  1. Customer Relations: Establish and maintain productive relationships with customers, ensuring their needs are met and exceeded.
  2. Technical Support: Provide expert technical guidance and support to customers, using specialized tools and documented procedures to diagnose and complete complex repairs.
  3. Preventative Maintenance: Perform regular preventative maintenance activities on engines and related components, ensuring they are in optimal working condition.
  4. Issue Escalation: Escalate unresolved issues to product specialists or supervisor, ensuring timely resolution and customer satisfaction.
  5. Team Leadership: Coach and develop technicians and/or apprentices, transferring knowledge and experience to others and providing work direction as needed.
  6. Documentation: Complete required documentation, such as service worksheets, timesheets, and warranty claims, ensuring accurate and timely completion.
  7. Sales and Service Opportunities: Identify additional sales and service opportunities with customers, ensuring business growth and customer satisfaction.
  8. Training and Development: Complete training in line with skill and business requirements, ensuring ongoing professional development.
  9. Health and Safety: Ensure adherence to all relevant Health Safety & Environmental policies, procedures, and legislation, reporting any issues or incidents to site management and supervisor.
Competencies
  1. Communication: Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences.
  2. Customer Focus: Build strong customer relationships and deliver customer-centric solutions.
  3. Talent Development: Develop people to meet both their career goals and the organization's goals.
  4. Complexity Management: Make sense of complex, high-quantity, and sometimes contradictory information to effectively solve problems.
  5. Conflict Management: Handle conflict situations effectively, with a minimum of noise.
  6. Self-Development: Actively seek new ways to grow and be challenged using both formal and informal development channels.
  7. Health and Safety Fundamentals: Champion and model proactive health and safety behaviors, identifying, reporting, and participating in actions to improve health and safety.
  8. Diagnostics Application: Translate customer complaints to develop troubleshooting plans, troubleshoot issues using guided workflows, procedures, and specialized equipment.
  9. Electronic Service Tool Application: Identify and utilize the appropriate electronic tool set to maintain products or diagnose and troubleshoot issues.
  10. Engine Systems Interactions: Interpret and analyze the interactions of internal and external electrical and mechanical systems to efficiently and correctly diagnose and repair.
  11. Product Repair and Maintenance: Repair and maintain mechanical/electrical products following guidelines, using required tools within standard repair time to ensure a quality repair.
  12. Service Documentation: Create and verify customer, equipment, and technical information, capturing specific data using required service tools.
  13. Technical Escalation: Obtain product technical issue information, utilize available resources, and elevate issues to a higher level of expertise.
  14. Values Differences: Recognize the value that different perspectives and cultures bring to an organization.
Education, Licenses, Certifications
  1. Apprentice Trained Engine Technician: Preferred qualification.
  2. Vocational Diploma: From a relevant technical institution.
  3. Locally Valid Driving Permit: Required for this position.
  4. Licensing for Export Controls or Sanctions Regulations: May be required for compliance.
Experience
  1. Significant Field Service Work Experience: Required for this position.
  2. Expert Level Knowledge of Engine Products: Or experience with engine products.
  3. Customer Service Experience: Required for this position.
  4. Technical Advice and Coaching: Experience providing technical advice and coaching to more junior technicians.