Service Administrator - Level IV

Cummins•Charlotte, NC

8d•$65,600 - $98,400•Onsite

About The Position

We are looking for a talented Service Administrator to join our sales and service department in Charlotte, NC. 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, complete required training, and adhere to health, safety, and environmental policies.

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 fast-paced environment with multiple priorities.

Nice To Haves

Prior experience in service & repair, or warranty related field preferred.

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.
Analyze customers needs, gathers pertinent information, and opens work orders; provides quotes, develops claims, prepares repair plans, schedules work, and provides status updated to customers on repair work.
Works with the Service Supervisor and/or Team Lead to schedule job assignments.
Develops positive relationships with key customers; resolves customer concerns regarding Cummins' or distributor warranties; explain charges to customers.
Monitors key performance metrics for the workshop, including labor productivity and customer satisfaction.