Job Title:
Service Administrator
Job Description:
GPP Database Link -
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.
* Responsibilities include Competencies: Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.
* Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
* Customer focus - Building strong customer relationships and delivering customer-centric solutions.
* Directs work - Providing direction, delegating, and removing obstacles to get work done.
* Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
* Manages conflict - Handling conflict situations effectively, with a minimum of noise.
* 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.
* 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.
* 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.
* 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.
* Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using Cummins published service information.
* Values differences - Recognizing the value that different perspectives and cultures bring to an organization.
Required Skills and Qualifications:
* Education: High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
* Experience: Requires significant relevant work experience or specialized skills obtained through education, training or on-the-job experience.
* Licenses/Certifications: This position may require licensing for compliance with export controls or sanctions regulations.
Benefits:
* Coordinates maintenance activities, raising PO's, assisting with contractor management and processing invoices.
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