Service Administrator Jobs

Position:Service Administrator - III (CMIAJP00002919)

Location:Candiac Quebec J5R 6Z7 (ONSITE JOB

Duration: 6+ months

**Bilingual in French and English is a requirement**

Job Summary:

Serves as the first point of contact with customers to promote quality customer service and assist with

increasing business within the branch location

Key Responsibilities:

Serves as the first point of contact with customers either on the phone or at the branch, developing

positive relationships with key customers.

Assesses customer's needs and gathers pertinent information

Creates basic work orders in appropriate systems

Provides some status updates to customers, as requested

Qualifications and Competencies

Competencies:

Communicates effectively - Developing and delivering multi-mode communications that convey a

a clear understanding of the unique needs of different audiences.

Manages conflict - Handling conflict situations effectively, with a minimum of noise.

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

Directs work - Providing direction, delegating, and removing obstacles to get work done.

Financial acumen - Interpreting and applying an understanding of key financial indicators to make

better business decisions.

Instills 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 workflows, procedures, and 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 result 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 responses 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 Application - Identifies the suite of available hardware and software tools

required for a service event; utilizes the appropriate electronic tool set to maintain the product or

diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to

determine the next steps for service resolution.

Education, Licenses, and 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.