Service Manager at Cummins Inc.

DESCRIPTION

• We are looking for a talented Service Manager - Gauteng and Northwest to join our team specializing in Service for our Distribution Business Unit in Johannesburg, Gauteng, South Africa.
• In this role, you will make an impact in the following ways:
• 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.

RESPONSIBILITIES

• To be successful in this role you will need the following:
• Advanced Troubleshooting & Diagnostic Skills:Ability to interpret customer complaints, follow structured workflows, and use specialized tools (mechanical, electronic, and software) to isolate and resolve issues accurately.
• Proficiency with Electronic Service Tools: Familiarity with the full suite of diagnostic hardware and software tools, and the ability to interpret their outputs to guide repair decisions and service actions.
• Meticulous Documentation & Process Compliance:Skill in capturing and verifying technical and customer data, documenting service actions in business systems, and adhering to warranty and service protocols for accurate claims and historical tracking.
• Effective Escalation & Communication:Capability to identify when issues require higher-level expertise, escalate appropriately while maintaining customer responsiveness, and clearly communicate findings and resolutions across teams and systems.

QUALIFICATIONS

Education/ Experience:

• College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required.
• Intermediate level of relevant work experience in a technical field, including team leadership experience, required.
• This position may require licensing for compliance with export controls or sanctions regulations.