DESCRIPTION

We are looking for a talented Service Administrator for our Distribution business in Maumee, OH.

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, gather pertinent information, provide quotes, develop claims, prepares repair plans and provide status updates to customers on repair work.
• Review/create work orders to ensure accuracy for invoicing and warranty.
• Other administrative task on a need-by-need basis.

RESPONSIBILITIES

To be successful in this role you will need the following :

• Excellent customer service skills and the ability to effectively communicate in a positive and professional manner.
• Prior experience in service & repair, or warranty-related field preferred.
• Excellent computer skills using multiple software platforms.
• Ability to thrive in a fast-paced environment with multiple priorities.
• Ability to escalate technical issues, obtain product technical issue information, and utilize available resources.
• Experience in estimate building and communicating value in add on services is a plus.
• High School diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.

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.

Education, Licenses, Certifications:

High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.

This position may require licensing for compliance with export controls or sanctions regulations.

Experience:

Requires significant relevant work experience or specialized skills obtained through education, training or on-the-job experience.

QUALIFICATIONS

Customer Interaction & Intake:

• Greet customers in person or via phone/email and assess their service needs.
• Accurately document customer concerns and vehicle/equipment symptoms.
• Open and manage work orders using BMS, Guidanz, Fieldaware and other service management tools

Service Coordination:

• Schedule service appointments and coordinate with technicians to ensure timely repairs.
• Communicate job status updates, repair timelines, and any changes to customers.
• Collaborate with parts and warranty departments to ensure availability and coverage.

Technical Communication:

• Translate technical information from technicians into clear, customer-friendly language.
• Explain service recommendations, repair options, and associated costs.
• Obtain customer approvals for additional work as needed.

Administrative Duties:

• Prepare and finalize service invoices.
• Ensure all documentation is complete and accurate for warranty and billing purposes.
• Maintain service records and follow up on open work orders.

Customer Satisfaction:

• Address customer concerns and escalate issues when necessary.
• Follow up after service to ensure satisfaction and encourage repeat business.

Job Service

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

ReqID 2422396

Relocation Package No

100% On-Site No

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 the right to work using E-Verify and 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. Visit http://EEOC.gov to know your rights on workplace discrimination.