Field Service Manager
Location:
San Antonio , Texas
Posted:
September 11, 2017
Reference:
1700009I
Field Service Manager
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 .

Cummins delivers reliable, durable, high performing products to our global partners. Working in an innovative space, you'll develop high tech solutions that will fuel your advanced career skill set and empower you to own your career. Our integrated businesses demand the talents and creativity of individuals with a wide range of skills and experience.

This is an exciting opportunity in San Antonio, TX for a Field Services Manager.

Your impact will happen in these and other ways:
  • Manages service operations, workshop and/or field that provide retail or distributor product or application services.
  • Manages department personnel along with the departmental budget.
  • Manages all operations including service staff and supervisors; resolves most complex business problems for those on the team.
  • Provides employees timely and constructive performance feedback; develops employees and provides opportunities that enhance employee career growth.
  • Leads continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals.
  • Regularly reviews key performance indicators for service operations and addresses issues and opportunities.
  • Ensures the volume of work produced meets company standards and ensures customer satisfaction.
  • Identifies trends and initiates changes/improvements necessary to achieve goals and objectives while ensuring customer needs are met without interruption to service levels.
  • Established positive and professional working relationships with key customers.
  • Establishes goals and targets for the service operations; measures, reviews and maintains superior customer satisfaction levels.
Skills and Experience Required:
  • Performance Measurements - Using business performance measurement to drive manager behavior. Calculates performance measurement appropriately as part of their work. Can explain the proper interpretation of measures in a business context. Understands the underlying principles, techniques, and procedures. Is able to perform effectively with assistance from specialist.
  • Service Cross-Functional Knowledge - Basic understanding of the service processes, both retail and service support. Experience with the tools of service such as diagnostic procedures, technical support, and reliability improvement. User should have experience in field investigation of product failure. User should understand diagnostic procedures and how our product is serviced in the field.
  • Warranty/Policy Support - Aware of the corporate warranty system and Marketing structure basics to support OEMs, Distributors and End User customers to maintain excellent partnerships and relationships.
  • Focus on Customer Needs - Familiar with key Cummins customers. Knowledge would include business strategies, organizational structures, geographic footprints, financial results, internal processes, and primary needs for effective segmentation.
  • Manage Execution - Demonstrated results indicating deep knowledge of managing execution. Coordinates performance across regions, teams, and departments on complex projects and work flows. Measures effectiveness of execution through defined metrics and disciplined monitoring.
  • Claims Management Systems - Demonstrated knowledge of Cummins warranty systems and coverage's. Ability distinguish between warranty, policy, distributor liability, and customer liability.
  • Working Capital Management - Use working capital management knowledge appropriately as part of their work. Knowledge of the cash conversion cycle and how accounts receivables, accounts payable, and inventory effect the cycle as well as the techniques for improving working capital and the metrics that can be used to monitor performance. Is able to perform effectively under the guidance/limited assistance from functional specialist.
  • Channel Repair Process - QuickServe - Able to lead others in executing the QuickServe process. Demonstrate improvements using the QuickServe Customer Meter/Net Promoter Score data. Able to identify correlation between key service performance indicators and QuickServe Customer Meter to determine how well the process is being executed.

Required Education, Licenses or Certifications
  • Bachelor of Science (or equivalent degree) or significant relevant experience is required.

Compensation and Benefits
Base Salary commensurate with experience. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage and a full complement of personal and professional benefits.

Cummins and E-verify
At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates right to work using E-Verify. Cummins will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization.

Ready to think beyond your desk? Apply for this opportunity to start your career with Cummins today. careers.cummins.com

Not ready to apply but want to learn more? Join our Talent Community to get the inside track on great jobs and confidentially connect to our recruiting team: http://connect.find.ly/cummins

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.


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