Service Administrator

Job Description

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

We are looking for a talented Service Administrator to join our Distribution business in Downey, CA.

This role will make an impact in the following ways:

• 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
• Analyzes 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

In order to be successful in this role you will need the following:

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.

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 with estimating/quoting

Computer literate

Knowledge of Cummins QSOL

Customer Service experience

Education, Licenses, Certifications: Technical trade school/ vocational diploma or certification or equivalent experience required. This position may require licensing for compliance with export controls or sanctions regulations. Experience: Requires significant and/or in-depth knowledge obtained through specialized training.

Compensation and Benefits

Base salary rate commensurate with experience. Additional benefits vary between locations and include…