Cummins Inc. Service Writer in Austin, Texas

Service Writer


Position: Service Writer

Provide key customer contact to promote quality customer service and increase business within the branch location.

  • Act as primary liaison with customers to provide quotes and schedule work in the shop.

  • Ensure that service processes are followed.

  • Resolve customer concerns in connection with either Cummins, Inc. or distributorship warranties.

  • Have working knowledge of warranty alerts, product updates, and all other product information.

  • Use suggestive selling techniques to promote the sale of service specials and recommend preventative maintenance.

  • Assess customer's needs, gather pertinent information, and open work orders.

  • Interface with customers to answer service questions both over the phone and in person.

  • Close repair orders as needed.

  • Contact service customers and inform them of open schedules to increase shop business.

  • Promote the overall appearance of the shop by maintaining a clean and orderly department.Ensure the professionalism of service department employees to project total quality and customer-led mindset.

  • Assist in the scheduling of shop job assignments.

  • Supervise flow of business process.

  • Complete repair job including material and labor pricing, invoicing, and collecting from the customer.Determine specific warranty/policy coverage.

  • Collect from cash customers and be able to explain invoice if necessary.


  • High School Diploma/GED or relevant experience to the position.

  • Must possess superior interpersonal and excellent customer service skills.

  • Strong computer skills.

  • Ability to read, understand, and interpret all service manual topic, parts manuals, warranty alerts, campaigns, SRT manuals and Quick Serve on-line.Be able to instruct and assist technicians with this information.

  • Must possess leadership qualities and self-motivation.

  • Familiar with Cummins products and applications.

  • Well-acquainted with all tools, replacement parts, and equipment needed to repair Cummins products.

  • Legible handwriting.

  • Must have knowledge of warranty policies.

  • Knowledge of BMS system.

  • Must have an internal drive for customer service and provide an elevated level of service for internal and external customers.Must comply with safety rules and regulations and apply them to daily work routines for personal safety and the safety of others.

At Cummins, we are dedicated to diversity in the workplace and our policy is to provide equal employment opportunities to all qualified persons without regard to race, age, color, sex, religion, national origin, disability, veteran status, sexual orientation, gender identity and/or expression or other status protected by law.


Primary Location United States-Texas-Austin-US, TX, Austin, Cummins Southern Plains

Job Type Experienced - Professional / Office

Recruitment Job Type Office

Job Posting Jul 2, 2018, 1:38:14 PM

Unposting Date Ongoing

Req ID: 180003UE