Workshop Controller at Cummins Inc.

Ref: 09/008
Location: Lagos

Responsibilities

•     Supervises Workshop (Rebuild Centre) Technicians; coordinates and schedules Technician work schedules; communicates repair plans to Technicians aligned with customer quote.
•     Monitors Technician productivity and repair quality, and provides coaching and feedback to individual Service Technicians; provides performance reviews and opportunities for professional growth.
•     Provides first level of support to Service Technicians requiring assistance; escalates technical support needs for resolution when needed.
•     Manages service logistics including use of materials, equipment, and employees; ensures that workshop equipment is in proper working order and that needed tools are available to Service Technicians.
•     Reviews quotes developed by Service Writers/Advisors for accuracy prior to communication to customers; provides updates on repair status and any plan or schedule changes to Service Writer/Advisor.
•     Participates in continuous improvement activities by reviewing, changing, and improving processes in line with changing customer expectations/organizational goals.
•     Monitors goals and targets for the Rebuild activity; measures, reviews, and maintains superior customer satisfaction levels.

Requirements

•     Management qualifications or experience essential OND/HND/Degree in Mechanical/Electrical Electronics Engineering.
•     Experience gained in a customer facing environment essential.

Experience/Skills:

•     Excellent customer relationship management
•     Service Cross Functional Knowledge - Basic understanding of the service processes, both retail and service support.
•     Experience with the tools of service such as diagnostic procedures, technical support, and reliability improvement. User should understand diagnostic procedures.
•     Communication Written and Verbal Is able to effectively and clearly communicate in both written and verbal means.
•     Delegates effectively and regularly with solid support and follow through.
•     Uses defined processes to manage execution.
•     Excellent verbal communication, listening, feedback, delegation. fostering teamwork and multi-tasking skills
•     Ability to work under pressure and meet tight deadlines.