AdministratIve Associate - Level II - Service

ive maintenance as per documented schedules and standards.

• Escalate unresolved issues to senior technicians or supervisors.

• Maintain cleanliness and functionality of service vehicles and tools.

Warranty and Claims Processing:

• Review, validate, and process warranty claims submitted by customers or dealers.

• Ensure compliance with company policies and warranty terms.

• Maintain accurate records of warranty claims and related documentation.

• Ensure timely receipt of failed parts at the warehouse within 30 days.

Data Analysis and Reporting:

• Analyze warranty data to identify patterns, trends, and root causes of failures.

• Prepare reports and presentations on warranty performance metrics.

• Provide feedback to product development and quality teams based on warranty data.

Compliance and Continuous Improvement:

• Ensure all warranty activities comply with regulatory requirements and internal policies.

• Participate in continuous improvement initiatives to enhance warranty processes and systems.

• Follow all Health, Safety & Environmental (HSE) policies, procedures, and legislation.

• Report safety incidents and contribute to a safe working environment.

Technical and Administrative Support:

• Capture and document service details using the service management system.

• Assist in warehouse management and inventory tracking as needed.

• Support customer inquiries and resolve issues related to warranty claims.

RESPONSIBILITIES

Competencies:

• Communicates Effectively: Adapts communication to different audiences to convey key messages.

• Customer Focus: Builds strong relationships and delivers customer-centric solutions.

• Develops Talent: Supports the growth and development of team members.

• Manages Complexity: Analyzes complex information to solve technical and administrative challenges.

• Self-Development: Actively seeks learning opportunities for professional growth.

• Health and Safety Fundamentals: Promotes a proactive safety culture and identifies potential risks.

• Diagnostics Application: Troubleshoots and resolves customer complaints efficiently.

• Electronic Service Tool Application: Uses diagnostic software and tools effectively.

• Engine Systems Interactions: Understands interactions between engine components and systems.

• Product Repair and Maintenance: Conducts repairs following quality and safety standards.

• Service Documentation: Maintains accurate records and technical data.

• Technical Escalation: Resolves service issues efficiently and escalates complex problems when necessary.

• Values Differences: Recognizes the importance of diverse perspectives in problem-solving.

Qualifications and Education:

• Preferred: Apprentice Trained Engine Technician

• Required: Vocational diploma from a relevant technical institution

• Locally valid driving permit

• This position may require licensing for compliance with export controls or sanctions regulations

Experience Required:

• Basic-level field service work experience.

• Intermediate-level knowledge of and/or experience with engine products.

• Customer service experience in a technical or warranty-related field.

QUALIFICATIONS

Skills Required:

Technical Skills:

• Experience in warranty analysis, claims processing, or a related field (preferred).

• Knowledge of Warehouse Management (bonus).

• Understanding of product specifications, engineering principles, and manufacturing processes.

• Familiarity with warranty management systems and ERP software.

• Basic knowledge of statistical analysis and quality control methodologies.

• Ability to use diagnostic and electronic service tools effectively.

Analytical and Problem-Solving Skills:

• Strong analytical skills to assess warranty claims and identify trends.

• Proficiency in data analysis tools and software (e.g., Excel, Power BI, R).

• Ability to troubleshoot and diagnose engine issues effectively.

Attention to Detail:

• Meticulous attention to detail to ensure accuracy in claim processing and reporting.

• Ability to follow standard procedures and technical guidelines precisely.

Communication and Customer Service:

• Strong written and verbal communication skills for interacting with customers, suppliers, and internal teams.

• Ability to prepare clear and concise reports.

• Customer-focused approach to resolving service and warranty inquiries.

Collaboration and Teamwork:

• Ability to work collaboratively with technical teams and supervisors.

• Willingness to develop talent and support team members in achieving business goals.

Job Service

Organization Cummins Inc.

Role Category Hybrid

Job Type Technician

ReqID 2411085

Relocation Package Yes