Service Administrator - Level III

We are looking for a talented Service Administrator to join our sales and service department in Forest Park, GA.

In this role, you will make an impact in the following ways:

• Serve as the primary point of contact with customers by phone, email, and face-to-face interactions at the branch, developing positive relationships with key customers.
• Identify customer’s needs, gathers pertinent information, provides quotes, develops claims, prepares repair plans and provides status updates to customers on repair work.
• Create complex work orders including diagnostic plans, quotes and repair plans by determining the length of repair based on parts and labor availability; reviews plan with the Service Supervisor/Team Lead prior to customer contact.
• Review work orders to ensure accuracy for invoicing and warranty.
• Complete required training on a timely basis.
• Adhere to all our relevant Health, Safety & Environmental policies, procedures and legislation and reports any issues / incidents to their supervisor.

Key Responsibilities:

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

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.

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.

Excellent customer service skills and the ability to effectively communicate in a positive and professional manner.

Prior experience in service & repair, or warranty-related field preferred.

Excellent computer skills using multiple software platforms.

Ability to thrive in a fast-paced environment with multiple priorities.

Ability to escalate technical issues, obtain product technical issue information, and utilize available resources.

Experience in estimate building and communicating value in add on services is a plus.

Job Service

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

Min Salary $27.31

Max Salary $40.96

ReqID 2431540

Relocation Package Yes

100% On-Site No

Cummins and E-Verify

At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates the right to work using E-Verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. Visit to know your rights on workplace discrimination.