**DESCRIPTION** We are looking for a talented **Service Supervisor** to join our team specializing in **Service** for our **Kitwe Service Team** in **Kitwe, Zambia.** **In this role, you will make an impact in the following ways** : + Supervise and Coordinate: Oversee employees who install, service, and repair equipment, ensuring efficient scheduling and communication of repair plans. + Enhance Productivity and Quality: Monitor and improve Technician productivity and repair quality, aligning with customer quotes. + Provide Coaching and Feedback: Offer guidance and performance reviews to Service Technicians and Team Leaders, fostering professional growth. + Support and Escalate: Provide first-level support to Technicians and escalate technical issues when necessary for timely resolution. + Manage Logistics: Ensure the effective use of materials, equipment, and personnel, maintaining safety, quality, and operational efficiency. + Accurate Quoting and Updates: Develop and review quotes for accuracy, keeping customers informed about repair status and any changes. + Continuous Improvement: Participate in process improvement activities to meet evolving customer expectations and organizational goals. + Customer Satisfaction: Monitor branch goals and targets, resolve warranty concerns, and build strong relationships with key customers through professional communication. **RESPONSIBILITIES** **To be successful in this role you will need the following:** + Customer Focus: Build strong customer relationships and deliver customer-centric solutions. + Service Documentation: Accurately create and verify customer, equipment, and technical information; capture specific data using service tools; follow procedures and document required information in the service management system. + Technical Escalation: Obtain and utilize technical issue information, escalate complex problems to higher expertise levels, and ensure all troubleshooting steps are documented for seamless transitions and timely resolution. + Qualifications and Experience: Hold an EIZ Certification and have significant experience in a supervisory role. **QUALIFICATIONS** **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. **Job** Service **Organization** Cummins Inc. **Role Category** On-site **Job Type** Exempt - Experienced **ReqID** 2402353 **Relocation Package** No