Cummins

Service Manager

Cummins$80K — $110K *
Islip, NY 11751In-Person
Technical Services
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • College degree in a relevant field or equivalent experience required.
  • Significant technical experience with supervisory responsibilities essential.
  • Proven ability to drive revenue growth through identifying new service opportunities.
  • Experience in strengthening customer relationships through effective communication and service delivery.
  • Demonstrated financial acumen with the ability to manage departmental budgets.

Responsibilities

  • Oversee service operations to ensure efficient daily workflow and resolve complex issues.
  • Provide coaching and feedback to staff for performance improvement and growth.
  • Cultivate development opportunities for team members to enhance capabilities.
  • Lead process improvement initiatives aligned with customer expectations.
  • Monitor service performance metrics and implement strategies to address gaps.
  • Maintain high quality and customer satisfaction standards in service output.
  • Foster customer relationships and ensure service operations exceed expectations.

Benefits

  • Company Pension Plan options available for employees.
  • Comprehensive Medical/Dental/Life Insurance coverage offered.
  • Wide range of personal and professional benefits provided.
Full Job Description
Job Description

We are looking for a talented Service Manager to join our team specializing in Service for our Edmonton, AB branch.

Job Summary:

Manages service operations, workshop or field, that provide retail or distributor product or application services. Manages department personnel along with the departmental budget.

In this role, you will make an impact in the following ways:
  • Service operations leadership - Overseeing all service staff and supervisors to ensure smooth, efficient daily operations and rapid resolution of complex issues.
  • Performance coaching - Providing timely, constructive feedback that strengthens individual performance and accelerates employee growth.
  • Employee development - Creating meaningful development opportunities that build capability, confidence, and long-term career progression.
  • Continuous improvement - Leading process reviews and implementing improvements that align with evolving customer expectations and organizational goals.
  • KPI management - Monitoring service performance metrics, identifying gaps, and taking decisive action to address issues and capitalize on opportunities.
  • Quality and workload oversight - Ensuring work output consistently meets company standards while maintaining high levels of customer satisfaction.
  • Trend analysis - Spotting operational trends early and initiating changes that protect service levels and support business objectives.
  • Customer relationship building - Maintaining positive, professional relationships with key customers and ensuring service operations meet or exceed their expectations.


Responsibilities

To be successful in this role you will need the following:
  • Financial acumen - Using financial indicators to guide decisions, protect margins, and ensure service operations support business goals.
  • Action orientation - Moving quickly on new opportunities and challenges to maintain momentum and deliver timely results.
  • Effective communication - Tailoring messages to different audiences to ensure clarity, alignment, and strong cross-functional collaboration.
  • Customer focus - Building strong relationships and ensuring service delivery consistently meets or exceeds customer expectations.
  • Talent development - Coaching employees, creating growth pathways, and strengthening the team's long-term capability.
  • Accountability - Setting clear expectations, following through on commitments, and ensuring others deliver reliably.
  • Process optimization - Streamlining workflows and driving continuous improvement to enhance efficiency and service quality.
  • Service capability & documentation - Applying service capability metrics and maintaining accurate documentation to support consistent, high-quality service delivery.
    Education, Licenses, Certifications:
    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.
    Experience:
    Significant level of relevant technical experience, including supervisory experience, required.


Qualifications

  • Drive Revenue Growth
    -Identify and pursue new service opportunities across all segments (truck, power generation, industrial).
  • Build and maintain a proactive pipeline of service work, including quoting, follow-ups, and customer re-engagement.
  • Strengthening Customer Relationships
    -Act as the primary point of contact for key accounts, ensuring responsiveness and consistent communication.
  • Conduct regular customer visits to understand needs, identify gaps competitors are leaving open, and position Cummins as the preferred provider.
  • Resolve escalations quickly and professionally to protect customer loyalty and retention.
  • Market Development & Competitive Positioning
    Monitor regional market trends, competitor activity, and emerging customer demands.
  • Financial Performance & Margin Improvement
    -Own service department financial performance, including revenue, margin, recovery, and burden management.
  • Analyze job costing, technician efficiency, and quoting accuracy to identify improvement opportunities.
  • Operational Excellence
    -Ensure consistent execution of service processes, scheduling, and workflow to maximize throughput.
  • Partner with supervisors to maintain high technician productivity and reduce non-billable time.
  • Leadership & Team Development
    -Coach supervisors and frontline leaders to build a high-performing, customer-focused service culture.
  • Cross-Functional Collaboration
    -Work closely with parts, operations, and branch leadership to align on growth priorities.


COMPENSATION AND BENEFITS

Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our Company Pension Plan, Medical/Dental/Life Insurance, and a full complement of personal and professional benefits.

About Cummins

Cummins Power Generation is a world leader in the design and manufacture of power generation equipment, including PowerCommand standby and prime power systems. They also provide single-source warranty, planned maintenance, and round-the-clock emergency service 24 hours a day, seven days a week including back-up power rental through their network of distributors. Part of the world-wide power systems business which has annual sales of more than $1.2 billion, Cummins Power Generation's strength comes from being a division of Cummins Inc. Cummins Power Generation has unique expertise in that all aspects of generator set design, manufacture and service have been brought together in one company. All the major components - the engine, alternator and control systems - are manufactured by divisions of Cummins. This integral approach means each element of a generating set is matched to work in harmony from the start. Providing what the customer wants is at the core of Cummins' manufacturing philosophy. For generating set customers this means a choice of mobile, stationary, open or sound attenuated versions is available for all models.

Cummins Careers

Join the dynamic world of Cummins, a global leader in power solutions, where innovation and leadership drive our mission to power a more prosperous world. At Cummins, we offer unparalleled job opportunities in engineering, technology, and business management, making it an ideal place for professionals seeking meaningful and impactful careers. Work You’ll Do At Cummins, you’ll be part of a team that values diversity and is committed to creating inclusive growth opportunities for all employees. Our culture thrives on intellectual curiosity, cognitive diversity, and bringing your whole self to work. We believe in your potential and encourage every team member to reach their personal and professional goals. Join our industry-leading team to help develop groundbreaking solutions and technologies that impact markets and communities across the globe. Your work at Cummins will not only contribute to global innovation but also ensure sustainable practices that benefit future generations. Professional Growth and Development Cummins is dedicated to the professional growth of its employees. We offer a variety of leadership and diversity training programs designed to enhance your skills and advance your career. From hands-on internships for emerging talents to leadership programs for seasoned professionals, Cummins provides resources and global opportunities to learn, thrive, and lead in your respective field. Innovative Work Environment Our commitment to innovation is at the core of what we do. At Cummins, you will collaborate with skilled colleagues who are eager to share knowledge and ideas. We foster an environment where creative thinking and proactive leadership are encouraged, driving us forward in the areas of clean energy and environmental sustainability. Benefits and Culture Cummins employees enjoy a range of benefits designed to support their physical, financial, and emotional well-being. Among these are comprehensive health care options, competitive retirement plans, and flexible work arrangements. Our supportive culture champions community involvement and a work-life balance that accommodates the diverse needs of our team members. Join Our Team Explore the numerous job opportunities at Cummins where your skills and interests can be matched with the right position, helping you to excel. We are continuously hiring and looking for ambitious, curious, and innovative individuals ready to make a significant impact. Stay Connected Keep up to date with the latest at Cummins by following our careers blog. Gain insights from insiders, learn about our employment practices, and discover how our team is leading the charge in global power solutions. Job Alert Emails Customize your experience by subscribing to Cummins job alerts. Receive updates on new postings, company news, and insider tips directly tailored to your career interests. See what exciting and rewarding opportunities await at Cummins. At Cummins, your career is just beginning. Join us, and power your potential on a global stage.
Learn more about Cummins
Size
59,900 employees
Market Cap
$34.3 billion
Industry
Net Income
$1.7 billion
Founded
1919
5 Year Trend
+6.5%
Revenue
$19.8 billion
NASDAQ

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