Service Admin

DESCRIPTION

Reporting to our Admin Manager you will coordinate documents and gather and input data related to assigned administrative support duties

In this role, you will make an impact in the following ways:

• Being an integral part of the Branch Service team.
• Assisting the Service Department in achieving Corporate KPIs
• Multitasking a variety of tasks and meeting deadlines
• Working with and assisting other Departments within the Branch and the wider Cummins business

RESPONSIBILITIES

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

• Coordinating service administration support to ensure that all processes are completed in a timely manner
• Service invoicing and closing out service jobs within the appropriate business operating systems
• Raising, maintaining, and receipting purchase orders and general local purchasing
• Carrying out Accounts Payable tasks
• Processing of labour onto repair work orders within the appropriate business operating systems
• Payroll support as required
• Assist in WIP / PIP management in line with business KPIs
• Ability to work with Customer Service Advisors and assist in service event processing
• Excellent verbal and written communication skills
• The ability to prioritise conflicting tasks
• The ability to work as part of a team and or autonomously as required
• High level of computer literacy (Word, Excel, Outlook)
• Assist in other general service administration tasks as required

QUALIFICATIONS

Critical Competencies

Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

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

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

Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.

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

Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.

Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.

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.

Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.

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.

Job Service

Organization Cummins Inc.

Role Category Hybrid

Job Type Office

ReqID

Relocation Package No