Service Supervisor

Cummins Inc.; Charlotte (NC); On-site; USD 91,000 - 137,000; Full time

Job summary

Cummins Inc. in Charlotte, NC is seeking a Service Supervisor to lead a team of Service Technicians and Team Leaders, coordinating schedules and delivering high‑quality repair work.

You will translate customer needs into clear plans, monitor performance, and drive continuous improvement while maintaining safety standards and strong customer relationships. The role emphasizes leadership, collaboration with frontline teams, and effective communication to ensure timely, accurate service delivery

Qualifications

• Minimum college degree or relevant experience in a technical field.
• Experience leading technical teams preferred.
• Strong communication and customer service skills required.

Responsibilities

• Lead and develop a team of Service Technicians and Team Leaders.
• Coordinate technician schedules and workloads to maximize productivity.
• Serve as the primary link between customers and technicians with clear repair plans.
• Monitor repair quality, technician performance, and operational efficiency.
• Provide technical and operational support to frontline teams and escalate issues as needed.
• Review quotes for accuracy and communicate repair status to customers.

Skills

Leadership

Team development

Scheduling

Customer communication

Process improvement

Education

College degree in a relevant discipline

Technical field experience

Tools

Electronic service tools

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.
• Strong financial acumen tounderstandserviceperformancemetrics,managecosts,reviewrepairestimates,andmakesoundbusinessdecisionsthatbalancecustomerneedswithoperationalobjectives.
• Excellent communication skills toeffectivelycoordinatebetweencustomers,technicians,leadership,andsupportteamswhileprovidingclearexpectations,updates,andresolutionplans.
• A customer-focused approach thatprioritizesresponsiveness,buildslong-termcustomerrelationships,andensuresapositiveserviceexperiencethroughouttherepairprocess.
• Leadership and work direction capabilities toassignpriorities,delegateresponsibilities,removeobstacles,andensuretechnicianscanexecuteworksafelyandefficiently.
• A strong sense of accountability todrivehigh-qualityrepairs,meetcommitments,maintainproductivitytargets,andensureteamperformancealignswithbranchgoals.
• Conflict resolution and problem-solving skills toaddresscustomerconcerns,technicianchallenges,andoperationalissueswhilemaintainingproductiveworkingrelationships.
• Technical troubleshooting expertise ,includingtheabilitytoapplydiagnosticprocesses,translatecustomercomplaintsintorepairplans,validaterepairs,anddocumentfindingsaccurately.
• Proficiency with electronic service tools todiagnoseissues,interpretsystemdata,determinecorrectiveactions,andsupporteffectiveserviceresolutions.
• Strong documentation discipline toensurecustomer,equipment,andrepairinformationisaccuratelycapturedandmaintainedforcompliance,billing,andhistoricalrecords.
• Effective technical escalation skills thatbalancethoroughinvestigationwithtimelycustomerresponse,engaginghigherlevelsofsupportwhenneededwhilemaintainingcleardocumentation.
• Knowledge of warranty processes and claim administration todeterminewarrantyeligibility,identifycoveredrepairs,submitaccurateclaims,andensureproperreimbursement.
• An inclusive leadership mindset that values diverse perspectives ,fosteringcollaboration,strongerdecision-making,andapositiveteamculturethatsupportsbothemployeeandcustomersuccess. 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.
• Intermediate level of relevant work experience in a technical field, including team leadership experience, required.

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.

Job

Service

Organization

Cummins Inc.

Role Category

On-site with Flexibility

Job Type

Exempt - Experienced

Min Salary

$91200

Max Salary

$136800

Relocation Package

Yes

100% On-Site

No

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 http://EEOC.gov to know your rights on workplace discrimination.