Service Administrator

Oraș de lucru
Tipul job-ului
Salariu Nespecificat
Limbă străină
Industrii Nespecificat
Permis conducere Nespecificat

Candidatul Ideal

Serves as first point of contact with customer to promote quality customer service and assist with
increasing business within the branch location.

Education, Licenses, Certifications:
  • High school diploma or certificate of completion of secondary education or equivalent experience to
  • the extent such experience meets applicable regulations.
  • This position may require licensing for compliance with export controls or sanctions regulations.
Experience:

Requires significant relevant work experience or specialized skills obtained through education,
training or on-the-job experience.

Competencies:

Communicates effectively - Developing and delivering multi-mode communications that convey a
clear understanding of the unique needs of different audiences.
Manages conflict - Handling conflict situations effectively, with a minimum of noise.
Customer focus - Building strong customer relationships and delivering customer-centric solutions.
Directs work - Providing direction, delegating, and removing obstacles to get work done.
Financial acumen - Interpreting and applying understanding of key financial indicators to make
better business decisions.
Instills trust - Gaining the confidence and trust of others through honesty, integrity, and
authenticity.
Diagnostics Application - Translates customer complaints to develop troubleshooting plan;
troubleshoots issue following guided work flows, procedures, specialized equipment such as
mechanical and electronic service tools, and diagnoses computer software to isolate failed
components to enable a successful repair; validates repair by duplicating complaint to ensure it has
been resolved; documents results of troubleshooting in business systems to communicate what has
been done for payment and historical tracking.
Warranty Process - Analyzes customer issues to verify root cause of failure and associated
progressive damage using Cummins published service information; interprets the warranty
administration manual to determine eligibility for coverage and claim requirements; identifies items
associated with repair that can be covered and communicates to stakeholders; files a claim in the
appropriate system using proper documentation and requirements to receive accurate settlement.
Technical Escalation - Obtains product technical issue information and utilizes available resources
including data management tools; elevates issues to a higher level of expertise, balancing
timeliness of customer response with investigation efforts; captures all troubleshooting steps in the
appropriate database in order to ensure seamless transitions and accurate response to ticket
resolution in a timely manner.
Service Documentation - Creates and verifies customer, equipment and technical information;
captures specific data using required service tools; follows procedures and documents required
information in the service management system in order to have an accurate record of the work
done.
Electronic Service Tool Application - Identifies the suite of available hardware and software tools
required for a service event; utilizes the appropriate electronic tool set to maintain the product or
diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to
determine next steps for service resolution.

Descrierea jobului

Key Responsibilities:
  • Serves as the first point of contact with customers either on the phone or at the branch, developing positive relationships with key customers;
  • Assesses customers needs and gathers pertinent information;
  • Creates basic work orders in appropriate systems;
  • Provides some status updates to customers, as requested.

Descrierea companiei

Cummins Inc. the world’s largest independent producer and distributor of diesel engines and related components. With 55,000 people worldwide, our continued success globally is built on the capability and extent of our product range, our commitment to new technology and the quality of our people.

Cummins is a place big enough to coach and develop a global workforce and create the world’s leading clean, engine technology. We’re also small enough for you to find your fit and personal passion with a team of dependable, innovative thinkers who are developing their careers within a diverse, inclusive, empowering environment.

Our Distribution Business Unit in Europe consists of a distributor and dealer support network. They deliver reliable sales and service of durable and high performing engine, generator set and aftermarket products to our regionally based (global) partners. Working in a diverse, multi-cultural and innovative space, you’ll interact directly with our customers, build relationships and develop high tech solutions that will fuel your advanced career skill set. Our integrated business demand the talents and creativity of individuals with a wide range of skills and experience.

Publicat 11 nov. 2021 Reactualizat 25 nov. 2021 Expiră 11 dec. 2021
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