Service Administrator

6 months ago

Pune Maharashtra, India Cummins Full time

Serves as first point of contact with customer to promote quality customer service and assist with increasing business within the branch location

Serves as the first point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.

Assesses customers needs and gathers pertinent information

Creates basic work orders in appropriate systems

Provides some status updates to customers, as requested

**Qualifications**

**Skills**

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Manages conflict - Handling conflict situations effectively, with a minimum of noise.

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.

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.

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.

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.

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.

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.

**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.
- Assesses customer’s needs, gathers pertinent information, and opens work orders; provides quotes, develops claims, prepares repair plans, schedules work, and provides status updated to customers on repair work in the shop;. Develops diagnostic plans, quotes and repair plans by determining the length of repair based on parts and Labor availability; reviews diagnostic plans, quotes and repair plans with the Service Supervisor prior to customer contact; works with the Service Supervisor to schedule shop job assignments.
- Ability to work in the 3rd shift (Night Shift).
- Supporting Cummins Sales and Services North America business in executing end to end technical service events (Scheduling service visits - coordinate with service team, work order processing, Invoicing, customer communication).
- Strong written and communication skill.
- Comfortable in working with various IT systems.
- Problem solving skills.

**Job** SERVICE

**Primary Location** India-Maharashtra-Pune-India, Pune, IOC Tower A

**Job Type** Experienced - Exempt / Office

**Recruitment Job Type** Office

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