Service Administrator - Pune, India - Cummins Inc.
Description
Service Administrator
Description
Serves as primary customer contact to promote quality customer service and increase business within the branch location.
Serves as the primary point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.
Creates complex work orders including, diagnostic plans, quotes and repair plans by determining the length of repair based on parts and labor availability; reviews plans with the Service Supervisor/Team Lead prior to customer contact.
Develops positive relationships with key customers; resolves customer concerns regarding Cummins' or distributor warranties; explain charges to customers
Monitors key performance metrics for the workshop, including labor productivity and customer satisfaction
Qualifications
Skills
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.
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.
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.
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.
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.
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.
Education, Licenses, Certifications
Technical trade school/ vocational diploma or certification or equivalent experience required.
This position may require licensing for compliance with export controls or sanctions regulations.
Experience
Requires significant and/or in-depth knowledge obtained through specialized training.
Job SERVICE
Primary Location India-Maharashtra-Pune-India, Pune, IOC Tower A
Job Type Experienced - Exempt / Office
Recruitment Job Type Office
Job Posting Jun 13, 2023, 5:23:19 AM
Unposting Date Ongoing
Organization Corporate
Role Category Hybrid - Potential for Partial Remote
Req ID: 230002J2
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