Customer-Facing Service & Warranty Coordinator

Cummins Inc.; Downey (CA); On-site; USD 71,240 - 108,240; Full time

Benefits offered by this job

401(k) Retirement Savings Plan

Medical/Dental/Life Insurance

Health Savings Account

Job summary

Cummins Inc. is seeking a Service Administrator in Downey, CA to act as the primary customer contact, promote quality service, and drive branch business.

You will analyze customer needs, open work orders, prepare quotes and repair plans, schedule work, and communicate progress to customers. The role requires shop service experience, knowledge of Cummins Warranty/Policy, and ability to use diagnostic tools and service software.

Qualifications

• Requires technical trade school diploma or certification or equivalent experience.
• Significant, in-depth knowledge obtained through specialized training.
• Experience in a shop service environment and scheduling service personnel.
• Knowledge of Cummins Warranty/Policy and estimating/quoting.

Responsibilities

• Serve as primary customer contact to promote quality customer service and increase business within the branch location.
• Develop positive relationships with key customers and be the main point of contact with customers by phone or in-branch.
• Analyze customer needs, gather pertinent information, and open work orders.
• Provide quotes, develop plans, schedule work, and provide status updates to customers on repair work.
• Create complex work orders including diagnostic plans, quotes and repair plans considering parts and labor availability.
• Review plans with Service Supervisor/Team Lead before customer contact and coordinate job assignments.
• Explain charges to customers and resolve warranty-related concerns.
• Monitor workshop KPIs like labor productivity and customer satisfaction.

Skills

Financial acumen

Communication

Customer focus

Directs work

Instills trust

Conflict management

Diagnostics application

Electronic service tools

Service documentation

Technical escalation

Warranty process

Team collaboration

Diesel/Nat Gas knowledge

Shop service experience

Scheduling service personnel

Cummins Warranty knowledge

Estimating/quoting

Computer literacy

Cummins QSOL knowledge

Customer service experience

Education

Technical trade school/ vocational diploma or certification or equivalent experience

Tools

Cummins QSOL

Job description

Cummins Inc. is seeking a Service Administrator in Downey, CA to act as the primary customer contact, promote quality service, and drive branch business.

You will analyze customer needs, open work orders, prepare quotes and repair plans, schedule work, and communicate progress to customers. The role requires shop service experience, knowledge of Cummins Warranty/Policy, and ability to use diagnostic tools and service software.