Service Advisor

DESCRIPTION

You will make an impact in the following ways :

Document customer inquiry information within appropriate Cummins systems

Provide prompt assistance to customers through various media. Multi-Skill / Multi-channel support (Chat / Email / Phone)

Process incoming customer queries and providing updates

Resolve routine customer issues through a basic understanding of Cummins processes, systems and practices

Escalate non-routine issues, providing documentation through process

Understand new and existing Cummins processes, systems and practices

Contribute ideas and suggestions on how the existing processes can be made more customer centric or efficient

Scheduling of workshop repairs

Invoicing

Project involvement : WIP Control

Please note shift times are

RESPONSIBILITIES

Critical Competencies :

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.

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.

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

Mechanical trades qualified or automotive technician (Light Vehicle, Heavy Vehicle, Engine Recon, Mobile Plant) is preferred

Relevant background as a service advisor within a similar industry is highly regarded

Ability to build strong customer relationships and deliver customer centric solutions

The ability to prioritise conflicting tasks and experience in conflict resolution

High computer literacy and technical aptitude and system savvy

Accounting / Financial experience is bonus!