Service Administrator - Level IV

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.
• Affirms customers needs and gathers pertinent information.
• Creates basic work orders in appropriate systems.
• Provides some status updates to customers, as requested.

Financial Acumen

Interprets and applies understanding of key financial indicators to make better business decisions.

Communications

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Customer Focus

Builds strong customer relationships and delivers customer-centric solutions.

Directs Work

• 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;
• 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.

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.

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.

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.

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.

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.
• Supports leadership communications and employee engagement activities, including town halls, training events, recognition programs, and branch meetings.
• Maintains branch records, compliance documentation, and audit-related files while serving as a liaison between branch leadership and internal support functions such as HR, Finance, Purchasing, and Safety.

Minimum Qualifications

• Minimum 3 years of administrative, operations support, or office management experience supporting multiple stakeholders.
• Strong proficiency with Microsoft Office Suite, including Outlook, Excel, PowerPoint, and Teams.
• Demonstrated ability to manage confidential information and prioritize competing deadlines with minimal supervision.
• Strong written and verbal communication skills with the ability to interact professionally at all levels of the organization.
• Overtime required as necessary, to include weekend work as necessary.

Job Service Organization

Cummins Inc.

Role Category

On-site with Flexibility

Job Type

Office

Min Salary

$31.54

Max Salary

$47.31

ReqID

2431549

Relocation Package

Yes 100%

On-Site

No

Cummins and E-Verify

Cummins and E-Verify

At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.

We validate the right to work using E-Verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.

Visit EEOC.gov to know your rights on workplace discrimination.