Service Advisor

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We are looking for a talented Service Administrator to join our sales and service department in Fort Myers, FL.

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, gather pertinent information, provide quotes, develop claims, prepare repair plans and provide 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; review 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 report any issues/incidents to their supervisor.

• 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.

• 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…