Service Administrator

Cummins • Odessa, TX

3d • Onsite

About The Position

The Service Administrator serves as the primary customer contact to promote quality customer service and increase business within the branch location. This position supports customers by gathering information, opening and preparing work orders, providing quotes, developing claims and repair plans, scheduling work, and updating customers on repair status. It also coordinates with the Service Supervisor and/or Team Lead on job assignments and reviews complex work orders before customer contact.

The role develops positive customer relationships, addresses concerns involving Cummins or distributor warranties, explains charges, and monitors workshop performance measures such as labor productivity and customer satisfaction. The position is onsite supporting one of the company’s largest customers, Monday through Friday, 7 a.m. to 5 p.m., with a flexible one-hour lunch break, and participates in a rotating weekend on-call schedule.

Requirements

• Technical trade school, vocational diploma or certification, or equivalent experience required.
• Significant and/or in-depth knowledge obtained through specialized training.
• May require licensing for compliance with export controls or sanctions regulations.
• Able to work onsite Monday through Friday, 7 a.m. to 5 p.m., with a flexible one-hour lunch break, and participate in rotating weekend on-call coverage.

Responsibilities

• Serve as the primary point of contact for customers by phone or at the branch and develop 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, based on parts and labor availability; review plans with the Service Supervisor or Team Lead before contacting customers.
• 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 processes to translate customer complaints into troubleshooting plans, diagnose and validate repairs, and document results in business systems.
• Identify and use appropriate electronic service hardware and software tools, interpret results, and determine next steps for service resolution.
• Create and verify customer, equipment, and technical information, and maintain accurate service-management records.
• Escalate technical issues using available resources and data-management tools, documenting troubleshooting steps to support timely resolution.
• Analyze warranty issues, determine coverage eligibility and claim requirements, communicate repair items that may be covered, and file properly documented claims.
• Participate in a rotating weekend on-call schedule.

Benefits

• 401(k) Retirement Savings Plan
• Cash Balance Pension Plan
• Medical insurance
• Dental insurance
• Life insurance
• Health Savings Account
• Domestic Partners Coverage
• A full complement of personal and professional benefits; options vary by location

What This Job Offers

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