Cummins Inc. Service Coordinator in West Valley City, Utah
We are looking for a talented Service Coordinator to join our team specializing in service operations for our Cummins Sales and Service business in Salt Lake City, UT.
In this role, you will make an impact in the following ways:
Serve as the primary point of contact with customers by phone, email, and face-to-face interactions at the branch, developing positive relationships with key customers.
Identify customer’s needs, gathers pertinent information, provides quotes, develops claims, prepares repair plans and provides status updates to customers on repair work.
Creates basic work orders in appropriate systems
Provides status updates to customers, as requested
To be successful in this role you will need the following:
Communicate effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Manage conflict - Handling conflict situations effectively, with a minimum of noise.
Customer focus - Building strong customer relationships and delivering customer-centric solutions.
Tech savvy - Anticipating and adopting innovations in business-building digital and technology applications.
Instill trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
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 Development - Explains scope of all primary electronic troubleshooting tools to understand which tools are applicable; identifies clear and robust design requirements by following the required process to ensure design meets or exceeds requirements; develops and executes test plans to validate the service tool.
Locally valid driving permit
Compensation and Benefits
Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage and a full complement of personal and professional benefits.
Cummins and E-verify
At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates right to work using E-Verify. Cummins will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.
Primary Location United States-Utah-Salt Lake City-US, UT, West Valley City, Cummins Rocky Mountain
Job Type Experienced - Exempt / Office
Recruitment Job Type Office
Job Posting Nov 19, 2020, 10:34:02 PM
Unposting Date Ongoing
Req ID: 2000035V