Service Advisor

Cummins Inc; Johor Bahru; On-site; MYR 42,000 - 66,000; Full time

Job summary

Cummins Inc. in Malaysia’s Johor Branch is looking for a Service Advisor to join our operations and support team. You will be the first point of contact, building strong relationships with key customers, assessing needs, and creating work orders to ensure timely service.

You will apply financial acumen, communicate effectively, deliver customer-centric solutions, and document troubleshooting steps to support accurate repairs and updates.

Qualifications

• Finance acumen to interpret key indicators for decisions.
• Effective multi-channel communication to diverse audiences.
• Customer-focused relationships and solutions.
• Directs work and removes obstacles to get tasks done.
• Escalates to higher technical support as needed.

Responsibilities

• Serves as the first contact with customers by phone or in person.
• Assesses customer needs and gathers pertinent information.
• Creates basic work orders and provides status updates to customers.

Skills

Customer focus

Communication

Problem solving

Diagnostics

Technical escalation

Warranty processing

Financial acumen

Team collaboration

Conflict management

Education

High school diploma

Tools

Electronic Service Tools

Job description

Being part of Cummins means working alongside today’s most innovative thinkers to solve the world’s toughest problems. We are proud to offer learning and development opportunities designed to promote individual performance and spark purpose and trust within our teams. We look to hire the best and then help you to become even better. Thank you for your interest in continuing to grow your Cummins career!

We are looking for a talented Service Advisor to join our team specializing in operations and support in Malaysia, Johor Branch.

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

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

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

To be successful in this role you will need the following:

• 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.

Preferred Qualification:

• 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

• Requires significant previous relevant work experience; prior technical experience and/ or customer service experience is preferred

• Heavy Industries Experience Preferred but not necessary

• Analyses customer needs, gathers pertinent information, and opens work orders; provides quotes, develops claims, prepares repair plans, schedules work, and provides status updates to customers on repair work

• Data Center contact experience would be a plus

Job Service

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

ReqID 2433124

Relocation Package No

100% On-Site No