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Cummins Inc. Service Coordinator in Henderson, Colorado

Service Coordinator

Description

Serves as primary customer contact to promote quality customer service and increase business within the branch location.

Serves as the primary point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.

Analyze customers 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

Creates 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.

Works with the Service Supervisor and/or Team Lead to schedule job assignments

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

Qualifications

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.

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.

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.

Tech savvy - Anticipating and adopting innovations in business-building digital and technology applications.

Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.

Education, Licenses, Certifications

Technical trade school/ vocational diploma or certification or equivalent experience required.

This position may require licensing for compliance with export controls or sanctions regulations.

Experience

Requires significant and/or in-depth knowledge obtained through specialized training.

Qualifications:

High School Diploma or GED is preferred.

Proficient computer and typing skills

Ability to pull parts promptly and accurately

Must be able to communicate effectively verbally and in writing.

Must be honest, reliable, and dependable, and have a positive attitude.

Must be able to work well under occasional pressure or within deadlines.

Must be able to work well independently or with others in a team environment.

Must have a record of good attendance and performance at prior jobs.

Operating customer vehicles on branch property is frequently required.

Candidate must meet all eligibility requirements to drive a Company vehicle, including but not limited to:

Must have a current, valid driver's license issued by the state in which they reside.

Must have current motor vehicle liability insurance.

Must abide by all local, state and federal rules and regulations.

No convictions for any driving under the influence of alcohol or drugs charges (DUI) within prior 5 years.

No greater than three (3) moving violations within prior 12 month period.

No greater than 2 avoidable accidents on MVR within prior 3 years.

Physical Requirements:

Must be able to lift 25 pounds frequently; pushing and pulling a maximum force of 25#.

Must be able to stand on feet for long periods of time

Must have the physical ability to wear Personal Protective Equipment (PPE) Protective Glasses, Protective Gloves, and Protective Footwear as required.

If selected, candidates must consider this position as primary employment and hold no other jobs with this Company’s competitors, customers, or suppliers

Job SERVICE

Primary Location United States-Colorado-Broomfield-US, CO, Henderson, Cummins Rocky Mountain

Job Type Experienced - Exempt / Office

Recruitment Job Type Office

Job Posting Oct 16, 2020, 8:37:03 AM

Unposting Date Ongoing

Req ID: 200002RO

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