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7 Oct 2021

Full-Time Service Advisor – 21000673

Cummins – Posted by Cummins Inc Vancouver, British Columbia, Canada

Job Description

DESCRIPTION/RESPONSIBILITIES:
Service Advisor

Our culture believes in POWERING YOUR POTENTIAL. We provide global opportunities to develop your career, make your community a better place and work with today’s most innovative thinkers to solve the world’s toughest problems.

We believe in flexibility for you to explore your passions while making an impact through meaningful work within our inclusive workforce. That’s what #LifeAtCummins is all about.

We are looking for a talented Service Advisor to join our team specializing in service for our Distribution Business in Vancouver BC.

In this role, you will make an impact in the following ways:
• Serving as primary customer contact to promote quality customer service and increase business within the branch location.
• Analyzing customer’s needs, gathers pertinent information, and opens work orders; provides quotes, develops claims, prepares repair plans, schedules work, and provides status updated to customers on repair work
• Creating complex work orders including, diagnostic plans, quotes and repair plans by determining the length of repair based on parts and labor availability; reviews plans with the Service Supervisor/Team Lead prior to customer contact.
• Serving as the primary point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.
• Develops positive relationships with key customers; resolves customer concerns regarding Cummins’ or distributor warranties; explain charges to customers
• Monitors key performance metrics for the workshop, including labor productivity and customer satisfaction

REQUIRED SKILLS:
To be succesful in this role you will require the following skills:
• 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.

How to Apply

To apply for this position, please use the following URL: https://ars2.equest.com/?response_id=a4d06a41e577c63082d81b339884d9bd

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: Not Disclosed.

Job expires in 32 days.

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