Service Advisor

Join to apply for the Service Advisor role at Cummins West Africa Limited

2 days ago Be among the first 25 applicants

Join to apply for the Service Advisor role at Cummins West Africa Limited

Description

• Interview customers, take all details and open jobs.
• Document customer inquiry information within appropriate Cummins systems
• Quote repair using the Cummins Operating System.
• 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
• Invoice all jobs for the Field Service and Power Gen departments upon completion of repairs.
• Submit all types of Warranty Claims, including Goodwill.
• Determining applicable coverages, account availability and payment terms
• Escalate complex issues, providing documentation through process
• Contribute ideas and suggestions on how the existing processes can be made more customer centric or efficient
• Ad hoc participation in projects and pilot programs as they come up
  
  

Description

You will make an impact in the following ways:

• Interview customers, take all details and open jobs.
• Document customer inquiry information within appropriate Cummins systems
• Quote repair using the Cummins Operating System.
• 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
• Invoice all jobs for the Field Service and Power Gen departments upon completion of repairs.
• Submit all types of Warranty Claims, including Goodwill.
• Determining applicable coverages, account availability and payment terms
• Escalate complex issues, providing documentation through process
• Contribute ideas and suggestions on how the existing processes can be made more customer centric or efficient
• Ad hoc participation in projects and pilot programs as they come up
  
  

Responsibilities

Additional Information:

• Full Time / 38 Hours per week
• Competitive Hourly Rate
• Overtime as required – Penalty rates paid for all work above 38 hours
• Standard Shift: Mon-Fri 07:00 – 15:00
  
  

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

• This role requires significant previous relevant work experience
• Prior technical and customer service experience is required
• The ideal candidate has a good understanding of both the Quickserve process and experience with Warranty processing
  
  

Qualifications

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; analyses 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 - Analyses 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.Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionOther
• IndustriesManufacturing

Referrals increase your chances of interviewing at Cummins West Africa Limited by 2x

Sign in to set job alerts for "Service Advisor" roles.

Prestons, New South Wales, Australia 1 week ago

Parramatta, New South Wales, Australia 6 hours ago

Blacktown, New South Wales, Australia 6 days ago

Wetherill Park, New South Wales, Australia 3 days ago

Hurstville, New South Wales, Australia 1 week ago

North Sydney, New South Wales, Australia 3 months ago

Parramatta, New South Wales, Australia 5 days ago

Gaming Supervisor, relief Customer Service Manager - Mounties Mount Pritchard NSW

Sydney, New South Wales, Australia 2 weeks ago

Parramatta, New South Wales, Australia 2 weeks ago

Minto, New South Wales, Australia 3 days ago

Moorebank, New South Wales, Australia 1 week ago

Customer Service Manager (Duty Manager) Blacktown NSW 2148

Blacktown, New South Wales, Australia 1 week ago

Hurstville, New South Wales, Australia 2 weeks ago

Double Bay, New South Wales, Australia 1 month ago

St Clair, New South Wales, Australia 5 hours ago

Sydney, New South Wales, Australia 3 weeks ago

Sydney, New South Wales, Australia 6 days ago

North Ryde, New South Wales, Australia 1 week ago

Surry Hills, New South Wales, Australia 1 hour ago

Sydney, New South Wales, Australia 3 weeks ago

Sydney, New South Wales, Australia 2 weeks ago

Sydney, New South Wales, Australia 1 day ago

Sydney, New South Wales, Australia 1 month ago

Customer Solutions Advisor - Part time - Roselands

Punchbowl, New South Wales, Australia 3 days ago

Parramatta, New South Wales, Australia A$60,000.00-A$70,000.00 3 weeks ago

Sydney, New South Wales, Australia 2 weeks ago

Sydney, New South Wales, Australia 2 weeks ago

Artarmon, New South Wales, Australia 4 days ago

Sydney, New South Wales, Australia 1 day ago

We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

#J-18808-Ljbffr

---