Service Administrator

Cummins • Odessa, TX

1d • Onsite

About The Position

The Service Administrator serves as the primary customer contact at a branch location, promoting quality customer service and supporting business growth. The role works with customers by phone and in person to understand their needs, gather information, open and create work orders, provide quotes, develop claims and repair plans, schedule work, and communicate repair status. For complex work orders, the Service Administrator determines expected repair duration based on parts and labor availability and reviews plans with the Service Supervisor or Team Lead before contacting the customer.

The role works with the Service Supervisor and/or Team Lead to schedule job assignments, builds positive customer relationships, resolves concerns related to Cummins or distributor warranties, and explains charges. It also monitors workshop performance metrics, including labor productivity and customer satisfaction. The position is onsite supporting one of the company's largest customers, with weekday hours and rotating weekend on-call duties.

Requirements

• Technical trade school or vocational diploma or certification, or equivalent experience.
• Significant and/or in-depth knowledge obtained through specialized training.
• The position may require licensing for compliance with export controls or sanctions regulations.
• Ability to work onsite supporting a major customer.
• Availability for Monday–Friday hours of 7 a.m.–5 p.m., with a one-hour flexible lunch break, and rotating weekend on-call duties.

Responsibilities

• Serve as the primary customer contact by phone and at the branch, building positive relationships with key customers.
• Analyze customer needs, gather relevant information, and open work orders.
• Provide quotes, develop claims and repair plans, schedule work, and update customers on repair status.
• Create complex work orders, including diagnostic plans, quotes, and repair plans, estimating repair duration based on parts and labor availability.
• Review complex plans with the Service Supervisor or Team Lead before contacting the customer.
• Coordinate job assignments with the Service Supervisor and/or Team Lead.
• Resolve customer concerns regarding Cummins or distributor warranties and explain charges.
• Monitor workshop performance metrics, including labor productivity and customer satisfaction.
• Apply diagnostic workflows, specialized equipment, and electronic service tools to support troubleshooting and service resolution.
• Create and verify customer, equipment, and technical information, and document work in the service management system.
• Escalate technical issues when needed and record troubleshooting steps in the appropriate database.
• Evaluate warranty eligibility and requirements, identify potentially covered repair items, and file claims with appropriate documentation.

Benefits

• 401(k) Retirement Savings Plan
• Cash Balance Pension Plan
• Medical, dental, and life insurance
• Health Savings Account
• Domestic Partners Coverage
• A full complement of personal and professional benefits, which varies by location

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed