Service Administrator

Cummins•Sumner, WA

7d•$72,160 - $108,240

About The Position

The Service Administrator serves as the primary customer contact at the branch, promoting quality customer service and supporting business growth. The role is based in the Cummins Distribution business in Sumner, Washington. The administrator handles customer needs from initial inquiry through repair completion, coordinating work orders, estimates, repair plans, schedules, and status updates. They also work with service leadership on job assignments and complex repair plans, address customer concerns about warranties and charges, and monitor workshop performance metrics.

Requirements

Good organizational skills.
Works well with others.
Excels in a fast-paced environment and under pressure.
Strong computer skills and excellent customer service skills.
Communicates effectively and demonstrates customer focus.
Knowledge of service documentation, warranty processes, and technical escalation.
Technical trade school or 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.

Responsibilities

Serve as the primary point of contact for customers by phone and at the branch, developing positive relationships with key customers.
Analyze customer needs, gather relevant information, and open work orders.
Provide quotes, develop claims, prepare repair plans, schedule work, and update customers on repair status.
Create complex work orders, including diagnostic plans, quotes, and repair plans, determining repair duration based on parts and labor availability.
Review complex repair 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 to customers.
Monitor workshop performance metrics, including labor productivity and customer satisfaction.