Service & Dispatch Coordinator

Cummins; Dedham (MA); Hybrid; USD 52,000 - 62,000; Full time

Job summary

Cummins Inc. is seeking a Service Administrator in Dedham, MA to serve as the first point of contact for customers and support the branch with quotes, repair planning, and status updates. The role involves on-call dispatch rotation roughly once a month and handling work orders for invoicing and warranty.

Strong communication, customer service, and multi-software proficiency are essential, with a background in service, repair, or warranty preferred. A high school diploma or equivalent is required.

Qualifications

• Excellent customer service and professional communication.

Responsibilities

• Be the first point of contact with customers to promote quality service and grow business in the branch.
• Assist with on-call rotation to dispatch technicians for after-hours emergencies.
• Gather information, provide quotes, develop repair plans, and update customers on status.
• Review/create work orders for accurate invoicing and warranty processing.
• Perform other administrative tasks as needed.

Skills

Customer service

Communication

Multi-software

Problem solving

Service experience

Education

High School diploma

Tools

Software platforms

Job description

We are looking for a talented Service Administrator for our Distribution business in Dedham, MA.

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

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

• Assist with on call rotation (roughly once a month) to dispatch techs for OT emergency calls

• Identify customer’s needs, gather pertinent information, provide quotes, develop claims, prepares repair plans and provide status updates to customers on repair work.

• Review/create work orders to ensure accuracy for invoicing and warranty.

• Other administrative task on a need-by-need basis.

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

• Excellent customer service skills and the ability to effectively communicate in a positive and professional manner.

• Prior experience in service & repair, or warranty-related field preferred.

• Excellent computer skills using multiple software platforms.

• Ability to thrive in a fast-paced environment with multiple priorities.

• Ability to escalate technical issues, obtain product technical issue information, and utilize available resources.

• Experience in estimate building and communicating value in add on services is a plus.

• High School diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.

Compensation and Benefits Base

Salary Range: $37.85 - $45.00/hr

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.

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.

Assist with on call rotation (roughly once a month) to dispatch techs for OT emergency calls

Job Service

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

ReqID 2439107

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.