Service Administrator - Level IV

Cummins•Chesapeake, VA

4d•Onsite

About The Position

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.

Requirements

High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
Requires significant relevant work experience or specialized skills obtained through education, training or on-the-job experience.
Minimum 3 years of administrative, operations support, or office management experience supporting multiple stakeholders.
Strong proficiency with Microsoft Office Suite, including Outlook, Excel, PowerPoint, and Teams.
Demonstrated ability to manage confidential information and prioritize competing deadlines with minimal supervision.
Strong written and verbal communication skills with the ability to interact professionally at all levels of the organization.

Nice To Haves

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

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
Interpreting and applying understanding of key financial indicators to make better business decisions.
Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Building strong customer relationships and delivering customer-centric solutions.
Providing direction, delegating, and removing obstacles to get work done.
Gaining the confidence and trust of others through honesty, integrity, and authenticity.
Handling conflict situations effectively, with a minimum of no noise.
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.
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.
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.
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.
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.
Recognizing the value that different perspectives and cultures bring to an organization.
Coordinate and track branch operational reporting, including safety, financial, staffing, and customer metrics, ensuring timely submission and follow-up on action items.
Support leadership communications and employee engagement activities, including town halls, training events, recognition programs, and branch meetings.
Maintain branch records, compliance documentation, and audit-related files while serving as a liaison between branch leadership and internal support functions such as HR, Finance, Purchasing, and Safety.