Service Administrator

Cummins•Maumee, OH

35d•Onsite

About The Position

We are looking for a talented Service Administrator for our Distribution business in Maumee, OH. 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, 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.

Requirements

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

Nice To Haves

Prior experience in service & repair, or warranty-related field preferred.
Experience in estimate building and communicating value in add on services is a plus.

Responsibilities

Greet customers in person or via phone/email and assess their service needs.
Accurately document customer concerns and vehicle/equipment symptoms.
Open and manage work orders using BMS, Guidanz, Fieldaware and other service management tools
Schedule service appointments and coordinate with technicians to ensure timely repairs.
Communicate job status updates, repair timelines, and any changes to customers.
Collaborate with parts and warranty departments to ensure availability and coverage.
Translate technical information from technicians into clear, customer-friendly language.
Explain service recommendations, repair options, and associated costs.
Obtain customer approvals for additional work as needed.
Prepare and finalize service invoices.
Ensure all documentation is complete and accurate for warranty and billing purposes.
Maintain service records and follow up on open work orders.
Address customer concerns and escalate issues when necessary.
Follow up after service to ensure satisfaction and encourage repeat business.