Impactful Role: Service Advisor
You will make a significant impact in the following ways:
1. Document customer inquiry information within appropriate Cummins systems.
2. Provide prompt assistance to customers through various media, including chat, email, and phone.
3. Process incoming customer queries and provide updates.
4. Resolve routine customer issues through a basic understanding of Cummins processes, systems, and practices.
5. Escalate non-routine issues and provide documentation through process.
6. Understand new and existing Cummins processes, systems, and practices.
7. Contribute ideas and suggestions on how existing processes can be made more customer-centric or efficient.
8. Schedule workshop repairs and manage invoicing.
9. Participate in project involvement, including WIP Control.
Responsibilities and Critical Competencies
* Critical Competencies:
* Communicates effectively by developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
* Customer focus by building strong customer relationships and delivering customer-centric solutions.
* Manages conflict by handling conflict situations effectively with minimal noise.
* Service Capability, Capacity, and Coverage by applying the service capability, capacity, and coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards.
* Service Documentation by creating and verifying customer, equipment, and technical information; capturing specific data using required service tools; following procedures and documenting required information in the service management system to have an accurate record of the work done.
* Warranty Process by analyzing customer issues to verify root cause of failure and associated progressive damage using Cummins published service information; interpreting the warranty administration manual to determine eligibility for coverage and claim requirements; identifying items associated with repair that can be covered and communicating to stakeholders; filing a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.
Qualifications
* Mechanical trades qualification or automotive technician experience (Light Vehicle, Heavy Vehicle, Engine Recon, Mobile Plant) is preferred.
* Relevant background as a service advisor within a similar industry is highly regarded.
* Ability to build strong customer relationships and deliver customer-centric solutions.
* The ability to prioritize conflicting tasks and experience in conflict resolution.
* High computer literacy and technical aptitude and system savvy.
* Accounting/financial experience is beneficial.
Job Details
* Job Title: Service Advisor
* Organization: Cummins Inc.
* Role Category: Hybrid
* Job Type: Office
* Estimated Salary: $65,000 - $85,000 per annum, depending on location and experience