Service Administrator

ong 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.

Education, Licenses, Certifications:

• 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.

Experience:

• Requires significant relevant work experience or specialized skills obtained through education, training or on-the-job experience.

QUALIFICATIONS

• High level of attention to detail required

• Site Access and Mobilisation experience highly desirable

• Advanced knowledge of Microsoft Excel preferred

• Demonstrated ability to work autonomously, understand urgency and adjust priorities when required

Job Service

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

ReqID 2426621

Relocation Package No

100% On-Site No