Service Administrator - Level IV

About the role

We are looking for a talented Service Administrator to join our sales and service department in Charlotte, NC.

Responsibilities

• Serves as the primary point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.
• Analyzes customers needs, gathers pertinent information, and opens work orders; provides quotes, develops claims, prepares repair plans, schedules work, and provides status updated to customers on repair work.
• Creates complex work orders including, diagnostic plans, quotes and repair plans by determining the length of repair based on parts and labor availability; reviews plans with the Service Supervisor/Team Lead prior to customer contact.
• Works with the Service Supervisor and/or Team Lead to schedule job assignments.
• Develops positive relationships with key customers; resolves customer concerns regarding Cummins' or distributor warranties; explains charges to customers.
• Maintains key performance metrics for the workshop, including labor productivity and customer satisfaction.

Qualifications

• Excellent customer service skills and the ability to effectively communicate 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 fast-paced environment with multiple priorities.

Skills

• 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; 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.

Benefits

• This position may require licensing for compliance with export controls or sanctions regulations.

Pay

Min Salary $31.54
Max Salary $47.3

Schedule

Due to the operational nature and specific job duties of this role, work is required to be completed 100% in person/On-site.

Job Service Organization

Cummins Inc.

Role Category

On-site with Flexibility

Job Type

Office

Relocation Package

Yes