Cummins Inc. Coordonnateur de service - service sur site et production d'énergie in Ottawa, Ontario
Coordonnateur de service - service sur site et production d'énergie
Acts as the primary customer contact to promote quality customer service and increase business activity within the branch.
Serves as the primary point of contact with clients, by phone or in the agency, developing positive relationships with the most important clients.
Analyzes customer needs, collects relevant information and creates work orders;submits quotes, develops complaints, prepares repair plans, schedules work and informs customers about the progress of repairs at the plant.
Creates complex work orders, including diagnostic plans, quotes and repair plans, determining time to repair based on availability of parts and labor;reviews plans with service supervisor / team leader before contacting client.
Collaborates with the service supervisor and / or team leader to schedule the assignment of tasks.
Develops positive relationships with key customers;respond to customer concerns about Cummins or distributor warranties;informs customers of charges.
Monitors key performance indicators for the shop floor, including labor productivity and customer satisfaction
Diagnostics application - Translates customer complaints;Troubleshoot issues by following guided workflows and procedures and using specialized tools, and identifies faulty software modules;validates the repair by reproducing the problem to test that it has been corrected;documents repair results in systems to communicate actions taken for payment and incident tracking over time.
Warranty Process - Analyzes customer issues to determine the root cause of failures and associated damage using information published by Cummins;interprets the manual to determine if the problem is covered by warranty;identifies the elements associated with the repair that can be covered and communicated to the various stakeholders;enters complaints into the system with adequate documentation and requirements to enable the complaint to be resolved.
Technical Escalation - Obtains information on technical product issues and uses available resources, including data management tools;escalate issues to a higher level of expertise by aligning customer response time with investigative efforts;captures problem resolution steps in the appropriate database to ensure consistent transitions and timely problem resolution.
Documentation for maintenance - Creates and verifies technical information and information on equipment and customers;captures specific data using the required service tools;follows the procedures and documents the necessary information in the management system in order to have a good visibility on the work undertaken.
Electronic Service Tool Application - Identifies the range of available hardware and software tools required for a service event;uses the appropriate electronic tools to maintain the viability of the product or to diagnose or troubleshoot it;interprets the results or recommendations of these tools to determine the next steps in resolving the event.
Communicate effectively - Design and implement diversified means of communication, demonstrating a detailed understanding of the specific needs of the various interlocutors.
Manage conflicts - Manage conflict situations effectively and with a minimum of spillovers.
Be Client Oriented - Develop strong relationships with clients and provide client oriented solutions.
Supervise the work - Provide instructions, delegate and remove obstacles so that the work is done correctly.
Master financial issues - Interpret key financial indicators and use their understanding to make better decisions for the organization.
Mastering technology - Anticipating innovations and integrating them into technological and digital applications that contribute to the development of the organization.
Inspire Trust - Earn the trust of others through honesty, integrity and authenticity.
Training, diplomas, certifications
A diploma or certification from a technical / vocational education institution or equivalent level of experience is required.
This position may require a license to comply with export controls or sanctions regulations.
Significant and / or in-depth knowledge acquired through specialized training is required.
Bilingue obligatoire, capable de supporter, planifier et travailler avec des techniciens mobiles. Possibilité d'obtenir une authorisation de sécurité secrète du gouvernement
Lieu principal Canada-Ontario-Ottawa-Canada, ON, Ottawa, Cummins Eastern Canada
Type d'emploi Expérimenté
Recruitment Job Type Not translated Bureau
Publication d'offre 19 mars 2021, 12:28:25
Date de retrait de la publication Continu
Req ID: 210001A5