Service Administrator

Job Summary

Serves as primary customer contact to promote quality customer service and increase business within the branch location.

• Serves as primary customer contact to promote quality customer service and increase business within the branch location.
• Serves as the primary point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.
• Analyze customers needs, gathers pertinent information, and opens work orders.
• Provides quotes, develops claims, prepares repair plans, schedules work, and provides status updates 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.
• Monitors key performance metrics for the workshop, including labor productivity and customer satisfaction.

• 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.
• 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.
• Values differences – recognizing the value that different perspectives and cultures bring to an organization.
• Knowledge of Diesel and/or Nat Gas engines.
• Previous experience working in a shop service environment.
• Previous experience scheduling service personnel.
• Knowledge of Cummins Warranty/Policy.
• Experience…