Service Administrator

Cummins; Sumner (WA); On-site; USD 72,000 - 108,000; Full time

Benefits offered by this job

Relocation package

Job summary

Cummins Inc. in Sumner, WA seeks a Service Administrator to act as the primary customer contact, driving quality service and growth for the branch. The role involves analyzing needs, opening work orders, quoting repairs, and coordinating schedules.

You will create complex work orders, determine repair durations, and collaborate with the Service Supervisor to assign jobs while maintaining strong customer relationships and monitoring key workshop metrics.

Qualifications

• Excellent organizational and communication skills.
• Ability to work in a fast-paced environment and under pressure.
• Strong computer skills and customer service focus.
• Knowledge of warranty processes.
• Experience with service documentation and claims.

Responsibilities

• Serve as primary customer contact by phone or in person at the branch, building positive relationships.
• Analyze customer needs, gather information, open work orders, provide quotes, develop repair plans and schedules, and provide status updates.
• Create complex work orders with diagnostic and repair plans based on parts and labor availability, reviewed with Service Supervisor/Team Lead.
• Collaborate with Service Supervisor/Team Lead to schedule job assignments.
• Develop relationships with key customers and resolve warranty-related concerns and explain charges.
• Monitor workshop KPIs such as labor productivity and customer satisfaction.

Skills

Organizational skills

Teamwork

Customer service

Effective communication

Customer focus

Service documentation

Warranty process

Technical escalation

Education

Technical trade school / vocational diploma or certification

Job description

Job Summary:

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

We are looking for a talented Service Administrator to join our Distribution business in (Sumner, WA).

Will make an impact in the following ways:

• 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.

In order to be successful in this role you will need the following:

• Good organizational skills

• Works well with others

• Excels in a fast paced environment and under pressure

• Strong computer skills and excellent customer service

• Communicates effectively

• Customer focus

• Service Documentation

• Warranty Process

• Technical Escalation

good organizational skills, works well with others, excels in a fast paced environment and under pressure, strong computer skills and excellent customer service.

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

Min Salary: $72160

Max Salary: $108240

ReqID: 2440931

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.