DESCRIPTION

We are looking for a talented Service Advisor to join our high performing team in Darwin, NT.

In this role, you will provide routine support to our East Arm Branch; including customers, end-users, distributors, and/or dealers, seeking information through various mediums.

You will make an impact in the following ways:

• Document customer inquiry information within appropriate Cummins systems
• Provide prompt assistance to customers through various media - Multi-Skill/Multi-channel support (Chat/Email/Phone)
• Resolve non-routine customer issues through understanding Cummins processes, systems and practices
• Escalate complex issues, providing documentation through process
• Understand new and existing Cummins processes, systems and practices and delivers training to new hires
• Contribute ideas and suggestions on how the existing processes can be made more customer centric or efficient
• Support improvement projects intended to improve customer experiences and organizational goals.
• Ad hoc participation in projects and pilot programs as they come up
• Generates and maintains knowledge content, delivers training and is considered a Subject Matter Expert or Team Leader.
• Determining applicable coverages, account availability and payment terms
• Processing invoices as required for cash sale customers
• Processing warranty and policy claims
• Scheduling and planning

RESPONSIBILITIES

Additional Information:

• This is a full time role (38 hours per week)
• Overtime as required – Penalty rates paid for all work above 38 hours
• All your Safety equipment / PPE are provided
• Local Valid Drivers License is required

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

• This role requires significant previous relevant work experience
• Prior technical and customer service experience is required (Movex Service and Parts)
• Experience with warranty processing & decision making
• HV/LV knowledge
• Proficient in the use of Microsoft Excel
• Solid understanding of the Transport Industry

The ideal candidate has a good understanding of both the Quickserve process and experience with Warranty processing, with strong problem-solving and written and verbal communication skills and a strong customer service focus

QUALIFICATIONS

Critical Competencies:

Customer focus - Building strong customer relationships and delivering customer-centric solutions.

Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyses service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.

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.

Service Information Process - Organizes product technical information by utilizing available resources including established systems, processes, tools, teams, and suppliers to deliver service information to a target audience; identifies and resolves emerging issues by breaking down complex processes, tools, systems, or agencies in order to prevent delays in the delivery of desired outcomes.

Warranty Process - Analyses 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.

Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

Job Service

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

ReqID 2424869

Relocation Package No

100% On-Site Yes

Due to the operational nature and specific job duties of this role, work is required to be completed 100% in person/On-site.