Senior Service Administrator

PowerToFly; Dallas (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Cummins is seeking a Senior Service Administrator in Dallas, TX to support our sales and service team. You will interact with customers by phone, email, and in person, gather information, prepare quotes and repair plans, and generate complex work orders for service actions.

Responsibilities include updating customers on progress, validating invoices and warranties, and ensuring accurate service records. Strong MS Office skills and prior service experience are essential.

Qualifications

• High school diploma or equivalent required.
• Significant work experience in service or field operations preferred.
• Proficiency with Microsoft Excel, Word, and PowerPoint.

Responsibilities

• Serve as the primary contact with customers by phone, email, and face-to-face at the branch.
• Identify customer needs, gather information, provide quotes, and develop repair plans.
• Create complex work orders with diagnostic plans and quotes; coordinate with supervisors.
• Review work orders for accuracy, invoicing, and warranty.
• Complete required training on time and adhere to safety policies.

Skills

Customer service

Communication

Quoting & invoicing

Excel

Word

PowerPoint

Service management systems

Documentation

Education

High school diploma

Tools

CRM/Service management systems

Job description

We are looking for a talented Senior Service Administrator to join our sales and service department in Dallas, TX.

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:

• Build and maintain strong relationships with customers, technicians, and service teams by delivering exceptional customer service and clear, effective communication.
• Coordinate and support service operations by prioritizing work, removing obstacles, resolving conflicts, and ensuring timely completion of service activities.
• Analyze customer concerns and technical information to support troubleshooting efforts, utilizing diagnostic processes, electronic service tools, and service management systems.
• Administer warranty claims by determining coverage eligibility, validating documentation, identifying root causes of failures, and ensuring accurate claim submission and reimbursement.
• Maintain accurate customer, equipment, and service records while documenting troubleshooting, repair activities, and technical findings in accordance with company procedures.
• Apply strong financial, analytical, and decision-making skills to support business objectives while fostering trust, integrity, collaboration, and respect for diverse perspectives.

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.

Primarily Help with day to day operations with Field service power generation such as quoting and invoicing jobs and speaking with customers and gathering all information needed in order to quote effectively.

Must be proficient in Microsoft Excel, Word, and PowerPoint. Standard working hours are 8:00 a.m. to 5:00 p.m., with a one-hour lunch break.

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 http://EEOC.gov to know your rights on workplace discrimination.