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Service Advisor

AT Cummins
Cummins

Service Advisor

Mackay, Australia

DESCRIPTION

You will make an impact in the following ways:

  • Document customer inquiry information within appropriate Cummins systems
  • Provide prompt assistance to customers through various media. Multi-Skill/Multi-channel support (Chat/Email/Phone)
  • Resolve non-routine customer issues through understanding Cummins processes, systems and practices
  • Escalate complex issues, providing documentation through process
  • Understand new and existing Cummins processes, systems and practices and delivers training to new hires
  • Contribute ideas and suggestions on how the existing processes can be made more customer centric or efficient
  • Support improvement projects intended to improve customer experiences and organizational goals.
  • Ad hoc participation in projects and pilot programs as they come up
  • Generates and maintains knowledge content, delivers training and is considered a Subject Matter Expert or Team Leader.
  • Determining applicable coverages, account availability and payment terms
  • Processing invoices as required for cash sale customers
  • Processing warranty and policy claims
  • Scheduling and planning

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NOTE:

Standard Shift: Mon-Fri 07:30 - 15:30

RESPONSIBILITIES

Critical Competencies:

Customer focus - Building strong customer relationships and delivering customer-centric solutions.

Directs work - Providing direction, delegating, and removing obstacles to get work done.

Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Manages conflict - Handling conflict situations effectively, with a minimum of noise.

Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.

Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.

Service Information Process - Organizes product technical information by utilizing available resources including established systems, processes, tools, teams, and suppliers to deliver service information to a target audience; identifies and resolves emerging issues by breaking down complex processes, tools, systems, or agencies in order to prevent delays in the delivery of desired outcomes.

Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using Cummins published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.

Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

QUALIFICATIONS

Additional Information

This role requires significant previous relevant work experience

Computer literacy (Word,Excel,Outlook) is required

Prior technical and customer service experience is advantageous

The ideal candidate:

Has the ability to work individually or part of a team

Has a good understanding of both the Quickserve process and experience with Warranty processing

Is mechanically minded with strong problem-solving skills

A personal commitment to Health, Safety & Environment and role modelling an interdependent safety culture is paramount.

Job Service

Organization Cummins Inc.

Role Category Hybrid

Job Type Office

ReqID 2409729

Relocation Package Yes

Client-provided location(s): Mackay QLD, Australia
Job ID: Cummins-R-276925D8E9444854B00BCD94D69E0BEB
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • FSA With Employer Contribution
    • Health Reimbursement Account
    • On-Site Gym
    • HSA With Employer Contribution
    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
  • Parental Benefits

    • Non-Birth Parent or Paternity Leave
    • Birth Parent or Maternity Leave
  • Work Flexibility

    • Flexible Work Hours
    • Remote Work Opportunities
  • Office Life and Perks

    • Company Outings
    • Casual Dress
  • Vacation and Time Off

    • Leave of Absence
    • Personal/Sick Days
    • Paid Holidays
  • Financial and Retirement

    • Relocation Assistance
    • Performance Bonus
    • Stock Purchase Program
    • Pension
    • 401(K) With Company Matching
  • Professional Development

    • Mentor Program
    • Shadowing Opportunities
    • Access to Online Courses
    • Lunch and Learns
    • Tuition Reimbursement