Cummins Inc. Service Writer in Dartmouth, Canada
Serve as key customer contact to promote quality customer service and increase business within the Branch location.
Assesses customer’s needs, gathers pertinent information, and opens work orders; provides quotes, prepares repair plans, schedules work, and provides status updated to customers on repair work in the shop;.
Develops diagnostic plans, quotes and repair plans by determining the length of repair based on parts and labor availability; reviews diagnostic plans, quotes and repair plans with the Service Supervisor prior to customer contact; works with the Service Supervisor to schedule shop job assignments.
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.
Able to lead others in executing the QuickServe process. Demonstrate improvements using the QuickServe Customer Meter/Net Promoter Score data. Able to identify correlation between key service performance indicators and QuickServe Customer Meter to determine how well the process is being executed.
Significant experience in written and verbal communication and should be capable of communicating effectively to all levels within and outside the company.
Comprehends, understands and carries out the guidelines as outlined in the Warranty Administration Manual. Has in depth understanding of Standard Repair Times, Cummins repair practices, QuickService Online and Cummins engines. Has knowledge of the claim payment process.
Manages the performance of self and others through the use of structured tools. Delegates effectively and regularly with solid support and follow through. Uses defined processes to manage execution.
Consistently demonstrates ability to work in a thorough and detailed manner. Provides accurate, consistent information on all documents. Achieves thoroughness and accuracy when accomplishing a task through concern for all the areas involved. Can model/coach this skill to others.
Basic understanding and awareness of service processes and tools. Aware of retail service processes and service support processes. Has basic knowledge of the Cummins Distributor/Field network.
Ensures that all activities are conducted in accordance with Health & Safety procedures
EDUCATION, LICENSES, CERTIFICATIONS:
College or technical trade school or equivalent degree, or equivalent experience, required.
Experience: in diesel mechanics or automotive
Experience: knowledge of the industry and warranties an asset
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 Canada-Nova Scotia-Dartmouth-Canada, NS, Dartmouth, Cummins Eastern Canada
Job Type Experienced - Professional / Office
Recruitment Job Type Office
Job Posting Apr 2, 2018, 10:05:58 AM
Unposting Date Ongoing
Req ID: 180001SV