Service Supervisor
Co. Dublin, Ireland
Job Description
In this role, you will make an impact in the following ways:
- Lead and develop a high-performing team of Service Technicians and Team Leaders by providing coaching, guidance, performance feedback, and opportunities for professional growth.
- Ensure efficient service operations by coordinating technician schedules, allocating resources effectively, and maintaining high levels of productivity and repair quality.
- Drive customer satisfaction by ensuring repairs are completed accurately, on time, and aligned with customer expectations and approved quotations.
- Provide technical leadership and first-line support to technicians, helping resolve operational challenges quickly while escalating complex issues when necessary.
- Manage service logistics, including materials, equipment, and workforce utilization, to deliver safe, quality-driven, and cost-effective operations.
- Strengthen customer relationships through proactive communication, regular repair status updates, and the timely resolution of warranty and service concerns.
- Contribute to business performance by monitoring branch goals, tracking operational targets, and implementing actions that improve service delivery and customer outcomes.
- Champion continuous improvement initiatives by identifying process enhancement opportunities, streamlining workflows, and adapting operations to meet evolving customer and organizational needs.
External Qualifications and Competencies
To be successful in this role you will need the following:
- Drive operational performance and service excellence by effectively managing WIP, achieving service efficiency KPIs, meeting closure targets, and ensuring outstanding customer satisfaction through NPS/Qualtrics feedback and actions.
- Demonstrate strong technical and troubleshooting expertise by managing technical escalations, collaborating with Cummins CARE and L1, L2, and L3 specialists, and ensuring timely resolution of complex product and service issues.
- Maintain compliance and process discipline by adhering to operational and technical procedures, accurately managing warranty claims and recovery processes, and ensuring all documentation meets Cummins standards and requirements.
- Build strong cross-functional partnerships and embrace continuous improvement by collaborating with Sales, Service, and Technical teams, championing Guidanz adoption, supporting system development and UAT activities, and driving improvements that enhance business performance and customer outcomes.
Additional Responsibilities Unique to this Position
- College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required.
- Intermediate level of relevant work experience in a technical field, including team leadership experience, required.
- This position may require licensing for compliance with export controls or sanctions regulations.
About Us
Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.
Job Info
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Unit E3 North Business Park, Dublin, Co. Dublin, D11 RY81, IE
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