Service Supervisor

We are looking for a talented Service Supervisor to join our team specializing in Service for our Distribution Business Unit in Dublin, Ireland.

This role will require up to 10% of domestic and international travel.

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

• Team leadership and performance: Lead, coach, and develop service advisors and technicians to consistently achieve service KPIs and targets while building a high-performing, accountable team culture.
• WIP reduction and flow management: Actively manage work in progress by prioritising jobs, removing blockers, and driving daily and weekly closures in line with monthly forecasts.
• Customer satisfaction excellence: Champion NPS and Qualtrics by reviewing feedback, resolving open cases promptly, and embedding a customer-first mindset across the team.
• Technical escalation expertise: Collaborate with Cummins CARE and L1, L2, and L3 specialists to ensure timely and effective resolution of complex technical issues.
• Service efficiency improvement: Monitor and optimise UK service KPIs to increase productivity, minimise downtime, and improve overall workshop efficiency.
• Process discipline and compliance: Ensure full adherence to operational and technical processes, driving consistency, quality, and audit readiness across all service activities.
• Warranty and financial impact: Maximise warranty claim recovery while ensuring compliance, protecting the business from financial leakage and supporting departmental profitability.
• Cross-functional collaboration and innovation: Partner with UK and Ireland Sales teams to align on financial goals, champion Guidanz adoption, and contribute to system improvements through UAT and service tool development.

Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.

Education/ Experience:

• 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.

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.

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

• Strong people leadership: Ability to lead, coach, and motivate a diverse team of service advisors and technicians while fostering accountability, engagement, and a strong safety culture.
• Operational and KPI focus: Clear understanding of service metrics, WIP management, and forecasting to drive efficiency, timely closures, and overall performance against targets.
• Technical and problem-solving capability: Confidence in supporting technical queries, managing escalations with L1 to L3 specialists, and ensuring high-quality, first-time-right resolutions.
• Customer and stakeholder mindset: Commitment to delivering service excellence through NPS improvement, effective collaboration with Sales and cross-functional teams, and driving adoption of tools like Guidanz and new systems.