Service Administrator - Level IV

DESCRIPTION

We are looking for a talented Service Administrator to join our sales and service department in Lake Charles, LA.

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.

• 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.

• Competencies:
  
  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…