DESCRIPTION

Job Summary:

Reporting to our Service Manager in Mt. Isa, QLD you will serve as the first point of contact with our customers to promote quality customer service and assist with increasing business within the branch location.

You will make an impact in the following ways:

• Serves as the first point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.
• Job Creation & Service Scheduling
• Service Reporting & Invoice Preparation
• Customer & Technician Support
• Assesses customers' needs and gathers pertinent information
• Creates basic work orders in appropriate systems
• Provides some status updates to customers, as requested
• Coordinating service administration support to ensure a timely completion of processes
• Manage service invoicing and close out service jobs
• Raise, maintain, and receipt purchase orders and handle local purchasing
• Perform accounts payable tasks
• Process labour entries on repair work orders
• Support WIP/PIP management in line with business KPIs
• Collaborate with Customer Service Advisors to assist in service event processing

RESPONSIBILITIES

Additional Information:

• Full time / 38 hours per week
• Competitive Salary

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

• Proven significant experience in fast-paced customer service, handling diverse inquiries and ensuring satisfaction
• Understanding of service workflows
• Experience in service administration or scheduling; Strong data entry and system skills, especially with job management or ERP software
• Strong verbal and written communication skills for engaging with customers and stakeholders effectively
• Exceptional organizational skills, prioritizing conflicting tasks efficiently to meet deadlines and expectations
• Advanced computer skills in Microsoft Suite; training provided on other programs
• Technical Experience highly preferred

QUALIFICATIONS

Critical Competencies:

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

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

Diagnostics Application - Translates customer complaints to develop troubleshooting plan

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.

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.

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.

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 2422596

Relocation Package Yes

100% On-Site No