Service Supervisor

Service Supervisor

We are looking for a talented Service Supervisor to join our team in Service in West Sacramento, CA.

In this role, you will make an impact in the following ways:

• Drive efficient service execution by scheduling and coordinating Technician workloads to meet customer timelines and maximize shop productivity.
• Align repair plans with approved customer quotes, ensuring Technicians clearly understand scope, timelines, and quality expectations.
• Elevate team performance by coaching Service Technicians and Team Leaders, delivering regular feedback, and supporting professional development.
• Serve as the first line of technical support, quickly resolving issues or escalating complex problems to minimize downtime and ensure timely repair completion.
• Optimize service operations by managing materials, equipment, and labor resources to ensure safe, high-quality, and cost-effective execution.
• Strengthen customer trust by reviewing quotes for accuracy, proactively communicating repair status, and resolving warranty or service-related concerns.
• Improve operational outcomes by monitoring open repairs, removing barriers to completion, and driving adherence to committed delivery schedules.
• Advance continuous improvement and customer satisfaction by analyzing performance metrics, refining processes, and building strong relationships with key customers.

To be successful in this role you will need the following:

• Leverage financial acumen to manage labor efficiency, control service costs, validate quote accuracy, and make data-driven decisions that improve branch profitability.
• Communicate effectively with Technicians, customers, and stakeholders by delivering clear repair plans, timely status updates, and expectations tailored to each audience.
• Maintain strong customer focus by building trusted relationships, resolving concerns quickly, and consistently delivering solutions that meet or exceed customer expectations.
• Direct work with clarity and discipline by prioritizing jobs, delegating tasks appropriately, and removing operational barriers to ensure on-time, high-quality service execution.
• Ensure accountability across the team by setting clear performance expectations, tracking productivity and quality metrics, and holding individuals responsible for commitments and results.
• Manage conflict effectively by addressing issues between team members or with customers promptly, maintaining professionalism, and driving resolution with minimal disruption.
• Apply technical expertise in diagnostics and electronic service tools to guide troubleshooting, support Technicians, validate repairs, and ensure accurate documentation of service activities.
• Execute service processes with rigor by ensuring accurate service documentation, effective technical escalation, and proper warranty claim management while valuing diverse perspectives to strengthen team performance and decision-making.

Additional Responsibilities Unique to this Position:

• College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required.
• This position may require licensing for compliance with export controls or sanctions regulations.
• Intermediate level of relevant work experience in a technical field, including team leadership experience, required.
• Serve as the primary communication bridge between customers and the service shop, ensuring updates, expectations, and service timelines are clearly communicated, documented, and escalated when needed.
• Lead daily workforce coordination, including assigning technicians to job plans, adjusting schedules based on workload changes, and ensuring staffing aligns with service priorities and customer commitments.
• Oversee in-shop workflow execution, monitoring job progress, resolving bottlenecks, and ensuring service quality standards are consistently met across all shifts.
• Demonstrated experience in customer-facing communication, including handling service inquiries, managing expectations, and resolving escalations in a high-volume environment.
• Proven leadership experience, ideally supervising technicians or frontline service teams, with the ability to coach, motivate, and hold team members accountable.
• Strong scheduling and job-plan coordination skills, including experience using digital scheduling tools or maintenance management systems (e.g., CMMS, ERP modules).
• Ability to operate effectively in a large, multi-site organization, navigating complex processes, cross-functional dependencies, and standardized workflows.
• Experience with continuous improvement methodologies (Lean, Six Sigma, Kaizen) to enhance shop efficiency and customer satisfaction.
• Background in technical service, maintenance, or repair operations, enabling stronger communication with technicians and more accurate customer updates.

Preferred Skills or Experience:

• Experience with continuous improvement methodologies (Lean, Six Sigma, Kaizen) to enhance shop efficiency and customer satisfaction.
• Background in technical service, maintenance, or repair operations, enabling stronger communication with technicians and more accurate customer updates.

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.