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Field Service Supervisor – Electrolyzers
Description
Supervises the Field Service Engineering Team. Handles complex escalated and unresolved support issues. Trains Field Service Engineering Specialists.
Provides day-to-day supervision of the Field Service Engineering Team; responsible for the daily operations.
Knowledge Management by sharing acquired knowledge with other teams through Knowledge Management System (KMS), Quick Serve Online (QSOL) tickets, training, etc.
Communicates to ensure territories are well informed and regularly scheduled meetings across team/functions/customer groups.
Puts safety in everything with the objective of injury free living.
Improves capability across the board through coaching, mentoring and training Field Service Engineering in order to support our customers more efficiently.
Provides product and customer support in the field while being a liaison during escalations to Technical Territory Manager (TTM)/ Engineering for product improvements and fixes. Implements non-complex Step 3 improvements without approval. Implements complex Step 3 fixes after gaining appropriate approvals.
Applies and supports product problem solving processes such as the Seven-Step Problem Solving Approach.
Implements Diversity and Inclusion Initiatives.
Invests in our employees through leadership education, development opportunities and workplan management.
Skills
Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.
Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.
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.
Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
Customer focus - Building strong customer relationships and delivering customer-centric solutions.
Being resilient - Rebounding from setbacks and adversity when facing difficult situations.
Builds effective teams - Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
Drives results - Consistently achieving results, even under tough circumstances.
Field Investigation and Support - Gathers and communicates technical information, both internally and externally, between technical problem solvers and the service channel about product or process related issues by using proven problem-solving techniques so that issues get resolved quickly and to customers’ satisfaction.
Product Failure Reporting and Corrective/Preventive Action Systems - Defines and leads a process to record, prioritize, and resolve product failures using cross-functional reviews, rigorous problem solving methods, failed parts transfer processes, data management tools, and project management practices to effectively and efficiently improve the reliability of the product.
Product Problem Solving - Solves product problems using a process that protects the customer; determines the assignable cause; implements robust, data-based solutions; and identifies the systemic root causes and recommended actions to prevent problem reoccurrence.
Technical Customer Management - Represents Cummins to our customers by being the interface for all technical aspects; provides engineering data, documentation and training to customers to support the design and integration of equipment; ensures that the customer's business is not interrupted by managing Cummins' product changes through the use of our change processes and regular communications with Product Development and the customer.
Education, Licenses, Certifications
College, university, or equivalent degree in Engineering, or related field is highly preferred or relevant experience equivalent required.
This position may require licensing for compliance with export controls or sanctions regulations.
Experience
Intermediate level of relevant work experience required; prior experience in a technical role is preferred. Team leadership experience is also preferred.
JOB SUMMARY:
Supervises the Field Service Team. Manages customer requests to handle complex escalated and unresolved support issues.
ADDITIONAL RESPONSIBILITIES
Act as single point of contact for customers requirements. Coordinates and schedules Service Engineers work.
Communicates repair plans to Service Engineers aligned with customer quotes; monitors Service Engineers productivity and repair quality.
Monitors the status of Service Requests, Work Orders and/or interventions with Service Engineers; addresses issues that impact completion of the repair plans in the time quoted to customers.
Manages and support documentation of service and repair actions in the appropriate database clearly and concisely.
Assists with service logistics including use of materials, equipment, and employees ensuring safety, quality, and efficient operations.
Contributes effectively toward team goals, exhibits influence within a work group and continues to develop proficiency in the competency areas critical to success in the role.
Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage.
Promote Cummins Service capability and service programs to increase sales
EXPERIENCE AND SKILLS
Intermediate level of relevant work experience in a technical field, including team leadership experience required. Oil & Gas experience considered an asset.
Knowledge in understanding Process and Instrumentation Diagrams (P&IDs), mechanical and electrical systems and drawing.
Knowledge in the operation of instrumentation, sensors and other electro-mechanical components and controls.
Strong Customer service, negotiations, interpersonal, conflict management skills.
Job SERVICE
Primary Location United States-Minnesota-Minneapolis-US, MN, Fridley, Cummins Power Generation
Job Type Experienced - Exempt / Office
Recruitment Job Type Exempt - Experienced
Job Posting Apr 18, 2024, 4:26:01 PM
Unposting Date Ongoing
Organization Accelera Business
Role Category Hybrid - Potential for Partial Remote
Relocation Package Ineligible
Req ID: 240003BK
