Team Lead - Service Operations, Power Generation
Chicago , Illinois
December 13, 2017
Cummins is a place big enough to coach and develop a global workforce and create the world's leading clean, engine technology. We're also small enough for you to find your fit and personal passion with a team of dependable, innovative thinkers who are developing their careers within a diverse, inclusive, empowering environment.

Learn more about this role and how you can begin Working Right .

Our Distribution business delivers reliable, durable, high performing products for our global partners. You are key to our customers' success. Working with industry leading technology and business professionals, you'll deliver solutions that build your knowledge base and fuel your career.

Job Summary: Leads a team of FSPG service administrators to assist customers by coordinating mobile power generation service work, opening and processing work orders and invoices, scheduling, ensuring availability of parts and verification/documentation of warranties. Demonstrates a commitment to leadership, customer support excellence principles, process adherence and profitability.

Travel: Approximately 25%


  • Provide leadership and direct supervision for assigned team of FSPG administrators within a zone
  • Fosters an environment that promotes safety, employee & customer satisfaction, and retention
  • Administers company policies within group demonstrating fairness and consistency
  • Engage in hiring, transfers and performance management processes
  • Resolves personnel issues, sets goals and identifies training and development needs
  • Consults with and obtains approval as necessary from Zone Lead on matters of significance i.e. performance, discipline, and termination
  • Follow and provide guidance, coaching and training on process & procedures while maintaining service quality excellence and customer satisfaction
  • Monitor status of all open service work and ensure quotes are accepted and mobile PG technicians are scheduled strategically
  • Ensures processing and invoicing of all FSPG service work daily and utilizes WIP & SE reports to ensure consistent profitable revenue generating cash flow
  • Ensure excellent communication between internal and external customers
  • Actively lead projects related to the continuous improvement of FSPG processes
  • Lead weekly FSPG Administration Team Meetings
  • Consults with FSPG leadership team to eliminate bottlenecks and align resources as necessary for work completion to meet and/or exceed customer expectations
  • Provide direct input to Field Supervisor related to PG Technician performance reviews and assist in resolving personnel issues, sets goals and identifies training and development needs
  • Monitors and ensures execution of Key Performance Indicators (KPIs)
  • All other duties as assigned by the FSPG Leadership team

Critical Experience, Knowledge, Skills, and Abilities by Dimension:


  • Four year degree in a related field
  • Experience with Microsoft Office (Word, Excel, PowerPoint, and Access)
  • Experience with Cummins BMS Database and reporting
  • Customer service skills that demonstrate the company's Service Excellence
  • commitment
  • Supervisory skills including but not limited to delegating, interviewing,
  • motivating, providing feedback, skills development, and job training
  • Strong time management/organizational skills with a demonstrated ability to
  • multi-task, shift priorities and remain organized in a fast-pace, constantly
  • changing environment
  • Possess a self-motivated attitude with the ability to be flexible, work
  • efficiently, and take the initiative to accomplish work with little supervision
  • Excellent communication skills (active listening, writing, speaking & \
  • telephone)
  • Ability to effectively communicate key performance measurements with
  • great attention to detail

HSE, Quality and Continuous Improvement:

• Actively practice, train, and champion "Safety is my Responsibility" culture to ensure adherence to Cummins safety policies and procedures
• Understanding of and ability to enforce safety rules and programs
• Ability to contribute to continuous improvement process
• Endorse and actively support Cummins Customer Service Excellence (CSE) efforts
• Drives a culture of corporate responsibility for the benefit of employees and the communities in which Cummins operates
• Able to anticipate customer needs, follow through and implement (new) processes

• Adhere to and champion the Cummins Business Code of Conduct including setting an example of ethical behavior
• Ability to accomplish organizational goals and obtain results through others
• Ability to positively react to change in environment, process and people
• Ability to delegate to and empower others
• Demonstrated ability to work through conflict and use effective problem solving techniques
• Demonstrated ability to develop & maintain effective working relationships with employees, customers & co-workers
• Willingness to recognize needs, assist others and work extra hours when necessary

At Cummins, we are dedicated to diversity in the workplace and our policy is to provide equal employment opportunities to all qualified persons without regard to race, age, color, sex, religion, national origin, disability, veteran status, sexual orientation, gender identity and/or expression or other status protected by law.

A little about us:
No, this isn't one of those ordinary jobs.

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