Service Administrator - Level IV
About The Position
We are looking for a talented Service Administrator to join our sales and service department in Miami Lakes, FL. 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.
Nice To Haves
- Spanish/English bilingual skills preferred
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
- 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.
- Promote a safety-first culture by ensuring all service activities comply with company safety policies, procedures, and regulatory requirements
- Verify that work orders and repair plans incorporate proper safety precautions , including lockout/tagout (LOTO), hazard assessments, and use of appropriate PPE
- Proactively identify workplace hazards and collaborate with technicians and supervisors to mitigate risks before work begins
- Support and reinforce compliance with Environmental, Health & Safety (EHS) standards in all service operations
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
