Service Administrator

About the Role

We are looking for a talented Service Administrator for our Distribution business in Madison, WI. In this role, you will serve as the first point of contact with customers, promoting quality customer service and assisting with increasing business within the branch location.

Responsibilities

• Identify customer’s needs, gather pertinent information, provide quotes, develop claims, prepare repair plans, and provide status updates to customers on repair work.
• Review/create work orders to ensure accuracy for invoicing and warranty.
• Perform other administrative tasks on a need-by-need basis.
• Maintain detailed customer, equipment, and service records to support operational accuracy, payment processing, and historical tracking.
• Schedule work for multiple technicians while coordinating with other internal teams.
• Support technical escalation processes by leveraging data management tools and documenting investigative steps for efficient handoffs and resolution.
• Apply knowledge of warranty processes and Cummins service information to support claim accuracy and customer communication.
• Participate in the on-call rotation for after-hours emergency customer support.

Requirements

• Excellent customer service skills and the ability to communicate effectively in a positive and professional manner.
• Prior experience in service & repair, or warranty-related field preferred.
• Excellent computer skills using multiple software platforms.
• Ability to thrive in a fast-paced environment with multiple priorities.
• Ability to escalate technical issues, obtain product technical issue information, and utilize available resources.
• Experience in estimate building and communicating value in add-on services is a plus.
• High School diploma or certificate of completion of secondary education or equivalent experience.

Qualifications

• Preferred experience supporting equipment service, maintenance, diagnostics, or repair operations within a technical service setting.

Benefits

Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage, and a full complement of personal and professional benefits.

Schedule

This shift is for standard business hours and is an in-office position with flexibility.

This position supports Field Service Power Generation customers for our Madison branch. Relocation package is available.