Service Administrator

tain, and receipt purchase orders and handle local purchasing

• Perform accounts payable tasks

• Process labour entries on repair work orders

• Support WIP/PIP management in line with business KPIs

• Collaborate with Customer Service Advisors to assist in service event processing

RESPONSIBILITIES

Additional Information:

• Full time / 38 hours per week

• Competitive Annual Salary

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

• Proven experience in fast-paced customer service, handling diverse inquiries and ensuring satisfaction

• Experience in service administration or scheduling;

• Strong data entry and system skills, especially with job management or ERP software

• Strong verbal and written communication skills for engaging with customers and stakeholders effectively

• Exceptional organizational skills, prioritizing conflicting tasks efficiently to meet deadlines and expectations

• Advanced computer skills in Microsoft Suite; training provided on other programs

• Technical Experience highly preferred

QUALIFICATIONS

Critical 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 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.

Job Service

Organization Cummins Inc.

Role Category On-site

Job Type Office

ReqID 2415912

Relocation Package Yes