Data Center Support Service Supervisor

DESCRIPTION

We are looking for a talented Data Center Support Service Supervisor to join our team specializing in Service for our Manassas, VA location.

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

• Informed Business Decisions: By interpreting and applying key financial indicators, you will make better business decisions that enhance the company's financial health and strategic direction.

• Effective Communication: Developing and delivering multi-mode communications will ensure that you convey a clear understanding of the unique needs of different audiences, improving overall team and customer interactions.

• Customer-Centric Solutions: Building strong customer relationships and delivering customer-centric solutions will enhance customer satisfaction and loyalty, driving business success.

• Leadership and Direction: Providing direction, delegating tasks, and removing obstacles will help your team work efficiently and effectively, ensuring that projects are completed on time and to a high standard.

• Accountability: Holding yourself and others accountable to meet commitments will foster a culture of reliability and trust within the team, ensuring that goals are consistently met.

• Conflict Management: Handling conflict situations effectively, with minimal disruption, will maintain a positive and productive work environment, allowing the team to focus on their tasks.

• Technical Troubleshooting: Translating customer complaints into troubleshooting plans and using specialized tools to diagnose and resolve issues will ensure successful repairs and high-quality service.

• Accurate Documentation and Escalation: Creating accurate service documentation and effectively managing technical escalations will ensure seamless transitions and timely resolutions, maintaining high standards of customer service and operational efficiency.

RESPONSIBILITIES

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

• Effective Supervision: Supervise Service Technicians and Service Team Leaders by coordinating and scheduling their work, ensuring that repair plans are communicated clearly and aligned with customer quotes.

• Productivity and Quality Monitoring: Monitor Technician productivity and repair quality to ensure high standards are maintained, addressing any issues promptly to keep operations running smoothly.

• Coaching and Feedback: Provide regular coaching and feedback to Service Technicians and Team Leaders, conducting performance reviews and offering opportunities for professional growth to enhance team capabilities.

• Technical Support: Offer first-level support to Service Technicians, escalating technical issues when necessary to ensure timely and effective resolution.

• Logistics Management: Manage service logistics, including the use of materials, equipment, and personnel, to ensure safety, quality, and efficiency in operations.

• Accurate Quoting and Communication: Develop and review quotes for accuracy before communicating them to customers and provide regular updates on repair status and any changes to plans or schedules.

• Continuous Improvement: Participate in continuous improvement activities by reviewing and improving processes to meet changing customer expectations and organizational goals.

• Customer Relationship Management: Resolve customer concerns related to warranties and develop strong relationships with key customers through frequent and professional communication, ensuring high levels of customer satisfaction.

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

Data Center Support Service Supervisor

• Issue resolution management (warranty and vendor issues)

• Cummins on-site safety lead

• Attend on-site meetings with the client & their partners

• Participate in weekly update calls

• Schedule PM, break fix & warranty repairs

• Primary Customer POC for strategic data center customers

• Supervise small group of technicians, coordinate tech work schedules

• Write and submit SOW to customer for repairs

• Create quotes

• Coordinate third party vendors for repair work

• Work with factory & engineers on complex troubleshooting

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.

Job Service

Organization Cummins Inc.

Role Category On-site

Job Type Exempt - Experienced

ReqID 2408351

Relocation Package Yes

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 the right to work using E-Verify and 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. Visit ~~~ to know your rights on workplace discrimination.