Heavy Diesel Field Service Supervisor - Pakenham

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We are looking for a talentedand flexible Field Service Supervisortojoin our team in Pakenham in a leadership, all-rounder capacity.You will work closely with the branches field service and workshop teams to ensure all operations are completed efficiently and offer a first-class service to our customers in the area.

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

• Deliver a first-class service to our customers across the on-highway, industrial, marine and power generation markets.
• Be responsible for directly leading and mentoring a team of field service techniciansand apprentices, advising and assisting on jobs as required (on the tools)
• Ensure your team achieves its set KPI's
• Manage the function of a Service Advisor (incorporated into this role), liaising with customers, assessing their requirements and trouble shooting issues over the phone where possible, providing estimates of work and timeframes and prioritising and allocating work to the workshop and field service teams.
• Liaise with internal Cummins stakeholders across the branch, Customer Support Centre (Parts Interpreters) and head office, to ensure a smooth process from beginning to end
• Ensure adherence to all relevant Health Safety & Environmental policies, procedures and legislation and report any issues / incidents to the Operations Manager
• Complete required documentation, such as service worksheets, timesheets, warranty claims, quality documents via handwritten forms or business system input screens

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

• Mechanical trades qualified as aHeavy Vehicle Mechanic (to Australian standards)
• Experience as a Diesel Mechanicin the service and maintenance of HHP heavy diesel products in field service(Cummins enginesis highly preferred)-ideally in a 2IC, step up or in a Supervisor Tech capacity
• Excellent communication skills in a customer facing environment
• Solid diagnostic and IT capabilities, able to diagnose issues over the phone.
• Strong computer skills and ability to learn new systems and processes quickly
• Be a natural leader looking to further their career

Compensation and Benefits

• Competitive hourly rate (paid as an annual salary with all permanent benefits) commensurate with experience
• Overtime penalties
• Participation in an annual variable compensation (bonus) program
• Salary continuance insurance
• Discounts withselect private health insurance, PC software/hardware and a range of vehicles
• Annual remuneration reviews
• Safety equipment / PPE and uniforms provided
• Plus a range of personal and professional benefits

At Cummins, we are an equal opportunity employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, colour, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.

We are proud to be recognised as a WORK180 Endorsed Employer for All Women. Click here - link to our work180 page:https://au.work180.co/employers/cummins-australia) to check out our Benefits

Skills

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Manages conflict - Handling conflict situations effectively, with a minimum of noise.

Customer focus - Building strong customer relationships and delivering customer-centric solutions.

Develops talent - Developing people to meet both their career goals and the organization's goals.

Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.

Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.

Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.

Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.

Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.

Product Repair and Maintenance - Repairs and maintains mechanical/electrical products following guidelines, using required tools within standard repair time to ensure a quality repair; disassembles and assembles engines or power generators following guidelines, using required tools to ensure a clean and organized environment; inspects and replaces parts and components following re-use guidelines to minimize customers cost of ownership; performs progressive damage check following guidelines to restore to pre-failure condition.

Engine Systems Interactions - Interprets and analyzes the interactions of internal and external electrical and mechanical systems (exhaust, heating, cooling, fuel systems, driveline, aftertreatment, controls, sensors, etc.) by applying tools, service publications (Cummins, Original Equipment Manufacturer) and taking measurements to efficiently and correctly diagnose and repair.

Health and Safety Fundamentals - Champions and models proactive health and safety behaviors by identifying, reporting and participating in actions to improve health and safety in order to build an interdependent culture and contribute to an injury-free workplace.

Education, Licenses, Certifications

Apprentice Trained Engine Technician (Preferred)
Vocational diploma from relevant technical institution
Locally valid driving permit
This position may require licensing for compliance with export controls or sanctions regulations.

Experience

Significant field service work experience
Expert level knowledge of and/or experience with engine products
Customer service experience
Experience providing technical advice and coaching to more junior technicians (preferred)