Technical Service Representative – Level III - Bilingual; English​/Spanish

Overview

Description
: CGTA Service Representative – Level III to join our team specializing in Service for our Cummins Inc. facility in Shoreview, MN.

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

• Delivering Exceptional Customer Support:
  Be the go-to expert for end-users, distributors, and dealers, providing timely and accurate assistance across multiple channels—chat, email, and phone—ensuring a seamless customer experience.
• Enhancing Customer Satisfaction:
  Resolve non-routine issues independently and efficiently build trust and loyalty, directly contributing to improved customer satisfaction and retention.
• Strengthening Knowledge Management:
  Generate and maintain knowledge content to ensure that both customers and internal teams have access to accurate, up-to-date information, reducing resolution time and increasing consistency.
• Driving Process Improvements:
  Support and potentially lead improvement initiatives that enhance customer experience and align with organizational goals, to be a key part of continuous improvement.
• Mentoring and Training New Hires:
  Understand Cummins systems and processes deeply and play a vital role in onboarding and training new team members, accelerating their ramp-up time and boosting team performance.
• Escalating with Precision:
  When issues require higher-level intervention escalate with clear documentation to ensure swift and effective resolution, minimizing disruption for the customer.
• Becoming a Subject Matter Expert (SME):
  Influence best practices and help shape support strategy by using expertise in the position as a trusted resource within the team.
• Supporting Multi-Channel Excellence:
  Reinforce Cummins reputation for reliability and service by being adaptable across communication platforms, ensuring that customers receive consistent, high-quality support, no matter the way they reach out.

To be successful in this role you will need the following:

• Strong Direction and Delegation
  
  Skills:
  
  Confidently guide others, delegate tasks effectively, and remove roadblocks to keep work moving forward when supporting team members or leading training efforts.
• Ability to Navigate and Simplify Complexity:
  Successfully interpret large volumes of technical and sometimes conflicting information to solve customer issues and improve service processes.
• Conflict Management Expertise:
  Handle essential customer and internal conflicts calmly and constructively to maintain service quality and team cohesion in high-pressure situations.
• Deep Understanding of Service Operations:
  Apply Cummins’ service capability, documentation, and warranty processes to ensure accurate, consistent, and timely support and identify opportunities for service network improvements.
• Proficiency in Service Information Systems:
  Organizing and delivering technical information using established tools and systems will be key to resolving issues efficiently and preventing delays in service delivery.

• 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.
• Requires significant previous relevant work experience; prior technical experience and/or customer service experience is preferred.

• Engineering or technical education/experience required.
• Answer customers inquiries/requests via phone, email or teams for; BOMs, part numbers, documents, spec sheets, etc. This will require locating requested information on the network drive/server/website and send to customers.
• Collecting information from customers is necessary for warranty processing.
• Processing warranty claim documentation:
  Assuring approval process has been followed and all approvals are received.
• Filing completed warranty claims in Salesforce
• Processing Credit and/or Payment and notifying customers of approved warranty claims.
• Entering and processing urgent (next day) parts orders. Assuring necessary approvals are completed to expedite processing. Emailing documents to customers as requested by Technical Service…