Service Administrator

Cummins; Odessa (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

Cummins Inc. in Odessa, TX seeks a customer-focused service professional to act as the primary contact for customers at the branch, promoting quality service.

You will analyze customer needs, prepare repair plans, quote work, schedule tasks, and keep customers informed on repair status while ensuring warranty and service documentation.

Join a team focused on delivering trusted solutions, maintaining strong relationships, and driving workshop productivity.

Qualifications

• Technical trade school/ vocational diploma or certification or equivalent experience required.
• Export controls or sanctions compliance licensing may apply.
• Requires significant and/or in-depth knowledge obtained through specialized training.

Responsibilities

• Serves as the primary point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.
• Analyze customers needs, gather pertinent information, and opens work orders; provides quotes, develops claims, prepares repair plans, schedules work, and provides status updates to customers on repair work.
• Creates complex work orders including diagnostic plans, quotes and repair plans by determining repair length based on parts and labor availability; reviews plans with the Service Supervisor/Team Lead prior to customer contact.
• Works with the Service Supervisor and/or Team Lead to schedule job assignments.
• Develops positive relationships with key customers; resolves customer concerns regarding Cummins' or distributor warranties; explains charges to customers.
• Monitors key performance metrics for the workshop, including labor productivity and customer satisfaction.

Skills

Customer focus

Communicates effectively

Directs work

Instills trust

Diagnostics understanding

Problem solving

Education

Technical trade school/ vocational diploma or certification or equivalent experience

Tools

Electronic Service Tools

Diagnostic software

Service management systems

Job description

Job Summary:

Serves as primary customer contact to promote quality customer service and increase business within the branch location.

Key Responsibilities:

Serves as the primary point of contact with customers either on the phone or at the branch, developing positive relationships with key customers. Analyze customers needs, gathers pertinent information, and opens work orders; provides quotes, develops claims, prepares repair plans, schedules work, and provides status updated to customers on repair work Creates complex work orders including, diagnostic plans, quotes and repair plans by determining the length of repair based on parts and labor availability; reviews plans with the Service Supervisor/Team Lead prior to customer contact. Works with the Service Supervisor and/or Team Lead to schedule job assignments Develops positive relationships with key customers; resolves customer concerns regarding Cummins' or distributor warranties; explain charges to customers Monitors key performance metrics for the workshop, including labor productivity and customer satisfaction

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.

• Onsite supporting one of our largest customers

• M-F 7am-5pm, with a 1 hour lunch break (flexible)

• On-call rotating weekends

Education, Licenses, Certifications:

Technical trade school/ vocational diploma or certification or equivalent experience required.

This position may require licensing for compliance with export controls or sanctions regulations.

Experience:

Requires significant and/or in-depth knowledge obtained through specialized training.

Compensation and Benefits Base

Salary rate commensurate with experience. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage and a full complement of personal and professional benefits.

Job Service

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

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