Cummins Inc. Customer Service Advisor in Doha, Qatar
Customer Service Advisor
We are looking for a talented CUSTOMER SERVICE ADVISOR to join our team specializing in SERVICE for our DISTRIBUTION BUSINESS SEGMENT in DOHA, QATAR
In this role, you will make an impact in the following ways:
Supervises small groups of Service Technicians; coordinates and schedules Technician work schedules; communicates repair plans to Technicians aligned with customer quotes; monitors Technician productivity and repair quality.
Provides coaching and feedback to individual Service Technicians; provides performance reviews and opportunities for professional growth.
Provides some first level of assistance to Service Technicians requiring assistance; escalates technical needs for resolution when needed.
Assists with service logistics including use of materials, equipment, and employees ensuring safety, quality, and efficient operations.
Assist with reviewing quotes for accuracy prior to communication to customers; provides updates on repair status and any plan or schedule changes.
Monitors the status of open repairs with workshop technicians; addresses issues that impact completion of the repair plan in the time quoted to customers.
To be successful in this role you will need the following:
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.
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 feedback 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.
Ensures accountability - Holding self and others accountable to meet deliverables & Customer focus - Building strong customer relationships and delivering customer-centric solutions.
Primary Location Qatar-Qatar-Doha-Qatar, Doha, Cummins Qatar Joint Venture
Job Type Experienced - Exempt / Office
Recruitment Job Type Exempt - Experienced
Job Posting Nov 12, 2021, 11:12:22 AM
Unposting Date Ongoing
Req ID: 210007KI