Job Description

Service Administrator Description Serves as primary customer contact to promote quality customer service and increase business within the branch location. Serves as the primary point of contact with customers either on the phone or at the branch, developing positive relationships with key customers. Analyze customers 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 Creates complex work orders including, diagnostic plans, quotes and repair plans by determining the length of repair based on parts and labor availability; reviews plans with the Service Supervisor/Team Lead prior to customer contact. Works with the Service Supervisor and/or Team Lead to schedule job assignments Develops positive relationships with key customers; resolves customer concerns regarding Cummins\' or distributor warranties; explain charges to customers Monitors key performance metrics for the workshop, including labor productivity and customer satisfaction Qualifications Skills 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. 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. Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions. Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity. Education, Licenses, Certifications Technical trade school/ vocational diploma or certification or equivalent experience required. This position may require licensing for compliance with export controls or sanctions regulations. Experience Requires significant and/or in-depth knowledge obtained through specialized training. Act as the single-point-of-contact for assigned customer account, manage the entire order life cycle to ensure orders are processed on time. Responsible for assigned customer accounts for the entire order life cycle (from new customer set-up, order entry/modification, escalations; responsibilities might include subscriptions management) to ensure digital orders are processed and emailed. Act as the single-point-of-contact to Cummins\' customers which will include processing subscriptions for customers. Take ownership of and resolve complex customer inquiries through extensive research, a detailed understanding of Cummins processes, systems, and practices; provide timely and informative responses as per the Service Level Agreement. Request support, via help desk tickets, from the next appropriate level of customer support for complex escalations/issues providing documentation throughout the process. Maintain accurate digital records of all internal and external interactions in the appropriate database/system using IAM/Salesforce. Understand Customer Order Management policies, procedures, and metrics. Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization. Experience in handling calls on Finesse/ IP communicator/ Cisco. Participate /lead process improvement projects. Job SERVICE Primary Location India-Maharashtra-Pune-India, Pune, IOC Tower A Job Type Experienced - Exempt / Office Recruitment Job Type Office Job Posting Jun 13, 2023, 5:23:19 AM Unposting Date Ongoing Organization Corporate Role Category Hybrid - Potential for Partial Remote Req ID: 230002J2