Service Supervisor

Job Description

We are looking for a talented Service Supervisor to join our team specializing in Service located in Charlotte, NC.


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

• Lead and develop a team of Service Technicians and Team Leaders, ensuring they have the coaching, support, and resources needed to deliver exceptional service and grow professionally.
• Coordinate technician schedules and workloads to maximize productivity, optimize resource utilization, and ensure customer commitments are met on time.
• Serve as the primary link between customers and technicians by translating customer needs into clear repair plans and ensuring accurate execution of service work.
• Drive service excellence by monitoring repair quality, technician performance, and operational efficiency while maintaining high safety and quality standards.
• Provide technical and operational support to frontline teams, removing barriers to success and escalating complex issues when additional expertise is required.
• Improve customer satisfaction by reviewing quotes for accuracy, proactively communicating repair status updates, and resolving warranty and service concerns quickly and professionally.
• Champion continuous improvement initiatives by identifying process enhancements that increase efficiency, reduce downtime, and strengthen the customer experience.
• Monitor branch performance metrics, open repair orders, and operational goals to ensure timely completion of repairs, strong customer relationships, and achievement of business objectives.

Responsibilities

• Strong financial acumen to understand service performance metrics, manage costs, review repair estimates, and make sound business decisions that balance customer needs with operational objectives.
• Excellent communication skills to effectively coordinate between customers, technicians, leadership, and support teams while providing clear expectations, updates, and resolution plans.
• A customer-focused approach that prioritizes responsiveness, builds long-term customer relationships, and ensures a positive service experience throughout the repair process.
• Leadership and work direction capabilities to assign priorities, delegate responsibilities, remove obstacles, and ensure technicians can execute work safely and efficiently.
• A strong sense of accountability to drive high-quality repairs, meet commitments, maintain productivity targets, and ensure team performance aligns with branch goals.
• Conflict resolution and problem-solving skills to address customer concerns, technician challenges, and operational issues while maintaining productive working relationships.
• Technical troubleshooting expertise , including the ability to apply diagnostic processes, translate customer complaints into repair plans, validate repairs, and document findings accurately.
• Proficiency with electronic service tools to diagnose issues, interpret system data, determine corrective actions, and support effective service resolutions.
• Strong documentation discipline to ensure customer, equipment, and repair information is accurately captured and maintained for compliance, billing, and historical records.
• Effective technical escalation skills that balance thorough investigation with timely customer response, engaging higher levels of support when needed while maintaining clear documentation.
• Knowledge of warranty processes and claim administration to determine warranty eligibility, identify covered repairs, submit accurate claims, and ensure proper reimbursement.
• An inclusive leadership mindset that values diverse perspectives , fostering collaboration, stronger decision-making, and a positive team culture that supports both employee and customer success.
  Education, Licenses, Certifications:

• 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.
  
  
  Experience:
• Intermediate level of relevant work experience in a technical field, including team leadership experience, required.

Qualifications

Additional Information:

This is a Field service Supervisor position


Compensation

Please note that the salary range provided is a good faith estimate on the applicable range. The final salary offer will be determined after considering relevant factors, including a candidate's qualifications and experience, where appropriate.

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.