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We are looking for a talented Service Supervisor to join our team supporting workshop and field operations within our Port Hedland workshop. In this role, you will lead and coordinate service activities, support technicians in delivering safe and efficient repairs, and ensure a high level of customer service across Cummins engine products. This is an 8:6 FIFO role from Perth.
The role will suit a safety-focused and customer-driven leader who enjoys coaching teams, managing priorities and ensuring service work is completed to a high standard. You will play a key role in supporting operational performance, technician capability and a positive service experience for our customers.
In this role, you will make an impact in the following ways:
- Supervise and coordinate daily service activities across workshop and/or field operations, ensuring work is planned, prioritised and completed safely and efficiently.
- Provide leadership, coaching and technical support to technicians and apprentices, helping build capability and maintain high standards of workmanship.
- Drive a strong safety culture by ensuring adherence to all relevant Health, Safety and Environmental policies, procedures and legislative requirements, while reporting and escalating any issues or incidents appropriately.
- Support service delivery by reviewing work requirements, allocating resources, monitoring progress, resolving operational issues and ensuring quality documentation is completed accurately.
- Build strong customer relationships by communicating effectively, responding to service priorities and supporting timely, customer-focused solutions.
- Monitor service performance, technician utilisation and job progress to help maintain productivity, quality outcomes and customer satisfaction.
To be successful in this role you will need the following:
- Mechanical trades qualification as a Heavy Vehicle Mechanic, Diesel Mechanic or equivalent trade background.
- Previous supervisory, leading hand or team leadership experience within a workshop, field service, mining, heavy diesel or engine product environment.
- Strong technical understanding of diesel engines, diagnostics, repairs, preventative maintenance and service operations.
- Demonstrated ability to coach, develop and support technicians while managing competing priorities in a fast-paced service environment.
- Strong communication, customer service, planning and problem-solving skills, with the ability to build effective working relationships with customers and internal teams.
- Solid diagnostic and IT capability, including confidence using service systems, documentation tools and business system input screens.
- Experience with Cummins engines and heavy diesel products is highly regarded.
Competencies:
Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
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.
Situational adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.
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.
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.
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.
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.
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.
Values differences - Recognizing the value that different perspectives and cultures bring to an organization.
Education, Licenses, Certifications:
Apprentice Trained Engine Technician (Preferred)
Vocational diploma from relevant technical institution
Locally valid driving permit (Preferred)
This position may require licensing for compliance with export controls or sanctions regulations.
Experience:
Advanced level knowledge of and/or experience with engine products
Experience providing technical advice and coaching to more junior technicians (preferred)
Looking after both Workshop and Field operations.
FIFO 8:6 roster
HR and forklift licence required
Job Service
Organization Cummins Inc.
Role Category On-site with Flexibility
Job Type Technician
ReqID 2431876
Relocation Package Yes
100% On-Site Yes
Due to the operational nature and specific job duties of this role, work is required to be completed 100% in person/On-site.
