Service Advisor

Join to apply for the Service Advisor role at Cummins Asia Pacific3 days ago Be among the first 25 applicantsJoin to apply for the Service Advisor role at Cummins Asia PacificDescriptionInterview customers, take all details and open jobs.Document customer inquiry information within appropriate Cummins systemsQuote 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 practicesInvoice 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 termsEscalate complex issues, providing documentation through processContribute ideas and suggestions on how the existing processes can be made more customer centric or efficientAd hoc participation in projects and pilot programs as they come upDescriptionYou will make an impact in the following ways:Interview customers, take all details and open jobs.Document customer inquiry information within appropriate Cummins systemsQuote 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 practicesInvoice 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 termsEscalate complex issues, providing documentation through processContribute ideas and suggestions on how the existing processes can be made more customer centric or efficientAd hoc participation in projects and pilot programs as they come upResponsibilitiesAdditional Information:Full Time / 38 Hours per weekCompetitive Hourly RateOvertime as required – Penalty rates paid for all work above 38 hoursStandard Shift: Mon-Fri 07:00 – 15:00To be successful in this role you will need the following:This role requires significant previous relevant work experiencePrior technical and customer service experience is requiredThe ideal candidate has a good understanding of both the Quickserve process and experience with Warranty processingQualificationsCritical 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 contradictoryinformation 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.Job ServiceOrganization Cummins Inc.Role Category HybridJob Type OfficeReqID 2417972Relocation Package NoSeniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeJob functionJob functionOtherIndustriesManufacturingReferrals increase your chances of interviewing at Cummins Asia Pacific by 2xSign in to set job alerts for "Service Advisor" roles.Prestons, New South Wales, Australia 1 week agoParramatta, New South Wales, Australia 11 hours agoBlacktown, New South Wales, Australia 1 week agoHurstville, New South Wales, Australia 1 week agoNorth Sydney, New South Wales, Australia 3 months agoParramatta, New South Wales, Australia 5 days agoGaming Supervisor, relief Customer Service Manager - Mounties Mount Pritchard NSWSydney, New South Wales, Australia 2 weeks agoParramatta, New South Wales, Australia 2 weeks agoMinto, New South Wales, Australia 3 days agoMoorebank, New South Wales, Australia 1 week agoCustomer Service Manager (Duty Manager) Blacktown NSW 2148Blacktown, New South Wales, Australia 1 week agoHurstville, New South Wales, Australia 2 weeks agoDouble Bay, New South Wales, Australia 1 month agoSt Clair, New South Wales, Australia 10 hours agoSydney, New South Wales, Australia 3 weeks agoSydney, New South Wales, Australia 6 days agoNorth Ryde, New South Wales, Australia 1 week agoSurry Hills, New South Wales, Australia 6 hours agoSydney, New South Wales, Australia 4 weeks agoSydney, New South Wales, Australia 1 day agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 1 month agoCustomer Solutions Advisor - Part time - RoselandsPunchbowl, New South Wales, Australia 3 days agoParramatta, New South Wales, Australia A$60,000.00-A$70,000.00 3 weeks agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 2 weeks agoArtarmon, New South Wales, Australia 4 days agoSydney, New South Wales, Australia 1 day agoSilverwater, New South Wales, Australia 4 days agoConsumer Relations Coordinator - Part Time roleChatswood, New South Wales, Australia 3 days agoWe're unlocking community knowledge in a new way.
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