Senior Service Administrator

Senior Service Administrator

We are looking for a talented Senior Service Administrator to join our sales and service department in Dallas, TX.

In this role, you will make an impact in the following ways:

• Serve as the primary point of contact with customers by phone, email, and face-to-face interactions at the branch, developing positive relationships with key customers.
• Identify customer's needs, gathers pertinent information, provides quotes, develops claims, prepares repair plans and provides status updates to customers on repair work.
• Create complex work orders including diagnostic plans, quotes and repair plans by determining the length of repair based on parts and labor availability; reviews plan with the Service Supervisor/Team Lead prior to customer contact.
• Review work orders to ensure accuracy for invoicing and warranty.
• Complete required training on a timely basis.
• Adhere to all our relevant Health, Safety & Environmental policies, procedures and legislation and reports any issues / incidents to their supervisor.

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

Competencies:

• Build and maintain strong relationships with customers, technicians, and service teams by delivering exceptional customer service and clear, effective communication.
• Coordinate and support service operations by prioritizing work, removing obstacles, resolving conflicts, and ensuring timely completion of service activities.
• Analyze customer concerns and technical information to support troubleshooting efforts, utilizing diagnostic processes, electronic service tools, and service management systems.
• Administer warranty claims by determining coverage eligibility, validating documentation, identifying root causes of failures, and ensuring accurate claim submission and reimbursement.
• Maintain accurate customer, equipment, and service records while documenting troubleshooting, repair activities, and technical findings in accordance with company procedures.
• Apply strong financial, analytical, and decision-making skills to support business objectives while fostering trust, integrity, collaboration, and respect for diverse perspectives.

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.

Primarily help with day to day operations with Field service power generation such as quoting and invoicing jobs and speaking with customers and gathering all information needed in order to quote effectively. Must be proficient in Microsoft Excel, Word, and PowerPoint. Standard working hours are 8:00 a.m. to 5:00 p.m., with a one-hour lunch break.

Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.

• Job Identification 2434900
• Job Category Service
• Locations 4855 Mountain Creek Parkway, Dallas, TX, 75236, US
• Relocation Eligible? Yes
• Allowable Work Locations MI,OK,TX