Service Supervisor-Data Center and Hospital

Role Overview

Service Supervisor—Data Center and Hospital at Cummins Arabia. This role supervises small groups of employees who install, service, and repair equipment and machinery.

Role Purpose

Supervise and coordinate Service Technicians to deliver safe, high-quality repairs on schedule. Provide technical guidance, coaching, and performance management while maintaining operational efficiency and customer satisfaction.

Key Responsibilities

Team Leadership & Scheduling

• Supervise small groups of Service Technicians.
• Coordinate and schedule Technician work schedules.
• Provide coaching and feedback to individual Service Technicians.
• Provide performance reviews and opportunities for professional growth.
• Hold self and others accountable to meet commitments.

Technical Support & Escalation

• Provide first-level support to Service Technicians requiring assistance.
• Escalate technical support needs for resolution when required.
• Obtain product technical issue information and utilize available resources including data management tools.
• Elevate issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts.
• Capture all troubleshooting steps in the appropriate database to ensure seamless transitions and accurate response to ticket resolution in a timely manner.

Customer Communication & Planning

• Communicate repair plans to Technicians aligned with customer quotes.
• Assist with reviewing quotes for accuracy prior to communication to customers.
• Provide updates on repair status and any plan or schedule changes.
• Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Build strong customer relationships and deliver customer-centric solutions.

Operations & Quality Management

• Monitor Technician productivity and repair quality.
• Assist with service logistics including use of materials, equipment, and employees ensuring safety, quality, and efficient operations.
• Monitor the status of open repairs with workshop technicians.
• Address issues that impact completion of the repair plan in the time quoted to customers.
• Handle conflict situations effectively, with a minimum of noise.

Diagnostics & Service Documentation

• Translate customer complaints to develop troubleshooting plans.
• Troubleshoot issues following guided workflows, procedures, and specialized equipment such as mechanical and electronic service tools.
• Diagnose computer software to isolate failed components to enable a successful repair.
• Validate repairs by duplicating complaints to ensure they have been resolved.
• Document results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.
• Create and verify customer, equipment, and technical information.
• Capture specific data using required service tools.
• Follow procedures and document required information in the service management system to maintain an accurate record of work done.

Warranty Management

• Analyze customer issues to verify root cause of failure and associated progressive damage using Cummins published service information.
• Interpret the warranty administration manual to determine eligibility for coverage and claim requirements.
• Identify items associated with repairs that can be covered and communicate to stakeholders.
• File claims in the appropriate system using proper documentation and requirements to receive accurate settlement.

Electronic Service Tool Development

• Explain scope of all primary electronic troubleshooting tools to understand which tools are applicable.
• Identify clear and robust design requirements by following the required process to ensure design meets or exceeds requirements.
• Develop and execute test plans to validate service tools.

Financial Management

• Interpret and apply understanding of key financial indicators to make better business decisions.
• Provide direction, delegate work, and remove obstacles to get work done.

Qualifications & Experience

• 5–7 years of experience in Service, Data Center, and Hospital segment.
• Cummins Product knowledge required.
• Electrical or Mechanical Engineering background.
• Bachelor's Degree or Diploma in Engineering.
• Experience handling teams.

Skills & Competencies

• Diagnostics application and troubleshooting using mechanical and electronic service tools.
• Computer software diagnosis.
• Warranty process analysis and administration.
• Technical escalation and resource management.
• Service documentation and data capture.
• Electronic service tool development and validation.
• Customer focus and relationship building.
• Conflict management.
• Effective communication across multiple modes and audiences.
• Financial acumen and business decision-making.