Technicial Service Representative – Level III - Bilingual (English/Spanish)

Cummins•Shoreview, MN

About The Position

We are looking for a talented CGTA Service Representative – Level III to join our team specializing in Service for our Cummins Inc. facility in Shoreview, MN . In this role, you will make an impact in the following ways: Delivering Exceptional Customer Support : Be the go-to expert for end-users, distributors, and dealers, providing timely and accurate assistance across multiple channels—chat, email, and phone—ensuring a seamless customer experience. Enhancing Customer Satisfaction : Resolve non-routine issues independently and efficiently build trust and loyalty, directly contributing to improved customer satisfaction and retention. Strengthening Knowledge Management : Generate and maintain knowledge content to ensure that both customers and internal teams have access to accurate, up-to-date information, reducing resolution time and increasing consistency. Driving Process Improvements : Support and potentially lead improvement initiatives that enhance customer experience and align with organizational goals, to be a key part of continuous improvement. Mentoring and Training New Hires : Understand Cummins systems and processes deeply and play a vital role in onboarding and training new team members, accelerating their ramp-up time and boosting team performance. Escalating with Precision : When issues require higher-level intervention escalate with clear documentation to ensure swift and effective resolution, minimizing disruption for the customer. Becoming a Subject Matter Expert (SME) : Influence best practices and help shape support strategy by using expertise in the position as a trusted resource within the team. Supporting Multi-Channel Excellence : Reinforce Cummins reputation for reliability and service by being adaptable across communication platforms, ensuring that customers receive consistent, high-quality support, no matter the way they reach out. Responsibilities To be successful in this role you will need the following: Strong Direction and Delegation Skills : Confidently guide others, delegate tasks effectively, and remove roadblocks to keep work moving forward when supporting team members or leading training efforts. Ability to Navigate and Simplify Complexity : Successfully interpret large volumes of technical and sometimes conflicting information to solve customer issues and improve service processes. Conflict Management Expertise : Handle essential customer and internal conflicts calmly and constructively to maintain service quality and team cohesion in high-pressure situations. Deep Understanding of Service Operations: Apply Cummins’ service capability, documentation, and warranty processes to ensure accurate, consistent, and timely support and identify opportunities for service network improvements. Proficiency in Service Information Systems : Organizing and delivering technical information using established tools and systems will be key to resolving issues efficiently and preventing delays in service delivery.

Requirements

High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
This position may require licensing for compliance with export controls or sanctions regulations.
Requires significant previous relevant work experience; prior technical experience and/or customer service experience is preferred.
Strong Direction and Delegation Skills : Confidently guide others, delegate tasks effectively, and remove roadblocks to keep work moving forward when supporting team members or leading training efforts.
Ability to Navigate and Simplify Complexity : Successfully interpret large volumes of technical and sometimes conflicting information to solve customer issues and improve service processes.
Conflict Management Expertise : Handle essential customer and internal conflicts calmly and constructively to maintain service quality and team cohesion in high-pressure situations.
Deep Understanding of Service Operations: Apply Cummins’ service capability, documentation, and warranty processes to ensure accurate, consistent, and timely support and identify opportunities for service network improvements.
Proficiency in Service Information Systems : Organizing and delivering technical information using established tools and systems will be key to resolving issues efficiently and preventing delays in service delivery.

Nice To Haves

Engineering or technical education/experience required.
prior technical experience and/or customer service experience is preferred.

Responsibilities

Engineering or technical education/experience required.
Answer customers inquiries/requests via phone, email or teams for; BOMs, part numbers, documents, spec sheets, etc.
This will require locating requested information on the network drive/server/website and send to customers.
Collecting information from customers is necessary for warranty processing.
Processing warranty claim documentation: Assuring approval process has been followed and all approvals are received.
Filing completed warranty claims in Salesforce
Processing Credit and/or Payment and notifying customers of approved warranty claims.
Entering and processing urgent (next day) parts orders.
Assuring necessary approvals are completed to expedite processing.
Emailing documents to customers as requested by Technical Service personnel.
Data entry as needed
Bilingual - Spanish needed to communicate with customers in South and Central America