Service Advisor

DESCRIPTION

You will make an impact in the following ways:

• Be the first contact for customers, ensuring quality service and business growth within the Mackay Branch
• Deal with technical queries from customers and develop positive relationships
• Schedule jobs, book vehicles for services and check parts, manage invoices and accounts.
• Consistently liaise with the customer to keep them updated with progress
• Coordinate with stakeholders, technicians, and parts teams for a seamless service process
• Follow procedures and document work accurately in the service management system

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

To be successful in this role you will need the following:

• Mechanical trades qualified or automotive technician (Light Vehicle, Heavy Vehicle, Engine Recon, Mobile Plant)
• Demonstrated mechanical technical experience in a similar industry or OEM
• Strong communication skills, both written and verbal, with the ability to thrive in a fast-paced environment. Proficient in IT systems, ensuring effective multitasking and efficiency
• Understanding of accounts payable and receivable, with familiarity in financial processes, accounts management, and purchase orders highly desirable

Job Service

Organization Cummins Inc.

Role Category Hybrid

Job Type Office

ReqID 2409729

Relocation Package Yes