Service Administrator

Cummins•De Pere, WI

2d•Onsite

About The Position

In this role, you will make an impact in the following ways: Serves as first point of contact with customer to promote quality customer service and assist with increasing business within the branch location. 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. This position supports Field service Power Generation customers for our De Pere, Wausau, and Eau Claire branches. This shift is for standard business hours and is an in office position. Preferred experience supporting equipment service, maintenance, diagnostics, or repair operations within a technical service setting. Maintain detailed customer, equipment, and service records to support operational accuracy, payment processing, and historical tracking. Support technical escalation processes by leveraging data management tools and documenting investigative steps for efficient handoffs and resolution. Will be required to schedule work for multiple technicians while working with and sharing the schedule with other internal teams. Apply knowledge of warranty processes and Cummins service information to support claim accuracy and customer communication. Will be required to be in our on call rotation for afterhours emergency support for our customers.

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.
Technical trade school/ vocational diploma or certification or equivalent experience required.
Requires significant and/or in-depth knowledge obtained through specialized training.

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.
Preferred experience supporting equipment service, maintenance, diagnostics, or repair operations within a technical service setting.

Responsibilities

Serves as first point of contact with customer to promote quality customer service and assist with increasing business within the branch location
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.
Maintain detailed customer, equipment, and service records to support operational accuracy, payment processing, and historical tracking.
Support technical escalation processes by leveraging data management tools and documenting investigative steps for efficient handoffs and resolution.
Will be required to schedule work for multiple technicians while working with and sharing the schedule with other internal teams.
Apply knowledge of warranty processes and Cummins service information to support claim accuracy and customer communication.
Will be required to be in our on call rotation for afterhours emergency support for our customers.