Shop & Field Service Supervisor

About the role

We are looking for a talented Shop & Field Service Supervisor to join our team in Service in Kapolei, HI.

Responsibilities

• Optimize daily service operations by effectively coordinating technician schedules, communicating clear repair plans, and ensuring work aligns with customer quotes and expectations.
• Elevate technician performance and capability through ongoing coaching, real-time support, constructive feedback, and structured performance reviews that promote professional growth.
• Strengthen repair quality and efficiency by monitoring technician productivity, providing first-level technical guidance, and escalating complex issues to ensure timely, accurate resolutions.
• Ensure safe, compliant, and efficient service operations by managing materials, equipment, and workforce logistics with strong attention to safety, quality, and process discipline.
• Improve customer trust and transparency by reviewing quotes for accuracy, communicating repair status updates, and proactively addressing changes to timelines or repair plans.
• Drive continuous improvement by analyzing service processes, identifying bottlenecks, and implementing enhancements that respond to evolving customer needs and organizational goals.
• Achieve branch performance targets by monitoring KPIs, ensuring on-time repair completion, and maintaining high levels of customer satisfaction through consistent service excellence.
• Build strong customer relationships by professionally resolving warranty concerns and engaging frequently with key customers to reinforce confidence, loyalty, and long-term partnerships.

Requirements

• Strong financial acumen to interpret key cost, labor, and productivity indicators and make operational decisions that improve efficiency, profitability, and resource utilization.
• Skilled, adaptive communication to deliver clear, audience-specific messages to technicians, customers, and leadership, ensuring alignment, understanding, and smooth operations.
• A customer-first mindset that builds trust, strengthens relationships, and ensures service solutions are timely, accurate, and aligned to customer needs and expectations.
• Effective work direction and delegation skills to prioritize tasks, remove barriers, and guide technicians toward high-quality, on-time repair execution.
• A strong sense of accountability, modeling ownership while holding the team to commitments, performance standards, and safety and quality requirements.
• Ability to manage and resolve conflict professionally, helping technicians, customers, and internal partners navigate challenges with minimal disruption and maximum clarity.
• Proficiency in diagnostics and electronic service tools, applying troubleshooting procedures, interpreting tool results, validating repairs, and documenting findings accurately for quality, payment, and historical tracking.
• Expertise in technical escalation, service documentation, and warranty processes, ensuring issues are escalated appropriately, records are complete, and claims follow required procedures for accurate and timely resolution.

Qualifications

• 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.
• 2–5 years of relevant experience supporting service operations within the Oil & Gas, Energy, or Electric Vehicle (EV) sectors, including exposure to industrial, power, or fleet-based service environments.

Skills

• Financial acumen
• Adaptive communication
• Customer-first mindset
• Work direction and delegation
• Conflict management
• Diagnostics and electronic service tools
• Technical escalation
• Service documentation
• Warranty processes

Benefits

Details not specified.

Pay

$78,800 - $118,200

Schedule

Between 7:00 am to 5:00 pm, Monday to Friday. Proactive Service Business Growth mindset that includes building strong relationships with Customers, visiting Customers regularly at their locations to make sure we listen to their feedback as well as visiting prospective Customers to try to win their business.

Additional Information

• The working hours for this position are between 7:00 am to 5:00 pm, Monday to Friday.
• This position requires to be available afterhours for specific customer situations and needs.
• This position requires a proactive Service Business Growth mindset that includes building strong relationships with Customers, visiting Customers regularly at their locations to make sure we listen to their feedback as well as visiting prospective Customers to try to win their business.

Job

Cummins Inc.

Role Category

On-site with Flexibility

Job Type

Exempt - Experienced

Min Salary

$78,800

Max Salary

$118,200

ReqID

2426108

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.

Cummins and E-Verify

Cummins is 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.