Service Administrator - Level III

Cummins•Forest Park, GA

8d•Onsite

About The Position

We are looking for a talented Service Administrator to join our sales and service department in Forest Park, GA. In this role, you will make an impact by serving as the primary point of contact with customers, identifying their needs, providing quotes, developing claims, preparing repair plans, and providing status updates on repair work. You will also create complex work orders, review them for accuracy in invoicing and warranty, and complete required training while adhering to Health, Safety & Environmental policies.

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.
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.

Nice To Haves

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

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.
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