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Service Support Administrator – Planned Maintenance – Eastern Time Zone
Description
Serves as first point of contact with customer to promote quality customer service and assist with increasing business within the branch location
Serves as the first point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.
Assesses customers needs and gathers pertinent information
Creates basic work orders in appropriate systems
Provides some status updates to customers, as requested
Qualifications
Skills
Communicates effectively – Developing and delivering multi-mode communications that convey 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 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 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 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 next steps for service resolution.
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.
Ability to manage time and prioritize workload to meetor exceed metrics for team
Support PowerGen National Accounts team for servicescheduling and customer communication
Work closely with the branches during the onboardingprocess and continue constant communication after.
Role will be based in Eastern time zone.
Job SERVICE
Primary Location Canada-Quebec-Montréal-Canada, QC, Candiac, Cummins Eastern Canada
Job Type Experienced – Exempt / Office
Recruitment Job Type Office
Job Posting Jan 20, 2023, 9:12:28 AM
Unposting Date Ongoing
Organization Distribution Business
Req ID: 230000AV
