Service Supervisor

Role Overview

The Service Supervisor is responsible for leading the team that installs, maintains, and repairs equipment and machinery. This position focuses on coordinating service work, supporting technicians, ensuring quality output, and keeping customer commitments on track.

What You Will Do

• Lead Service Technicians and/or Service Team Leaders, organize schedules, and align repair plans with customer quotations.
• Review technician output, monitor productivity, and ensure repair quality meets expectations.
• Work toward financial goals and track performance against branch targets.
• Coach team members, share feedback, conduct performance reviews, and support professional development.
• Provide first-line assistance to technicians and route more complex technical issues to the appropriate escalation path.
• Oversee service execution, including materials, equipment, people, safety, and efficient workflow.
• Prepare or review quotations for accuracy before they are shared with customers and communicate any changes in repair status or timelines.
• Contribute to continuous improvement by refining processes to match changing customer and business needs.
• Track open repair jobs, remove blockers to on-time completion, and manage commitments against quoted timelines.
• Measure branch goals, maintain high customer satisfaction, and strengthen relationships with key customers through regular professional communication.
• Handle customer issues linked to Cummins or distributor warranty claims and support resolution with the right stakeholders.

Requirements

• At least 5 years of experience in the field.
• Background in Mechanical Engineering with knowledge of electronics.
• Marine industry experience is an advantage.
• Prior experience managing teams.
• Strong customer service orientation and communication ability.
• Solid knowledge of Cummins products is essential.
• Familiarity with ERP systems and Microsoft Office is preferred.
• Ability to monitor financial performance and deliver on targets.
• Experience with supplier management, conflict handling, and negotiation.
• Ability to troubleshoot using guided workflows, mechanical/electronic service tools, and related diagnostic systems.
• Capability to document service work accurately and support warranty-related processes.
• Comfort working with diverse teams and viewpoints.

Qualifications and Competencies

• Uses financial insight to interpret key indicators and support sound business decisions.
• Communicates clearly across different audiences and formats.
• Builds customer trust and delivers service-oriented solutions.
• Gives direction, delegates tasks, and removes obstacles to keep work moving.
• Maintains accountability for commitments and outcomes.
• Handles conflict constructively and with minimal disruption.
• Applies diagnostic procedures to identify faults and confirm repairs.
• Uses electronic service tools to maintain and troubleshoot products.
• Creates accurate service records and follows documentation procedures.
• Escalates technical issues appropriately while preserving detailed troubleshooting history.
• Assesses warranty eligibility, prepares claims, and follows claim documentation requirements.
• Values different perspectives and cultural backgrounds.

Additional Information

This role is based in Abu Dhabi Emirate, United Arab Emirates and is offered on a full-time, on-site basis.