Duration: 6 months
Job Summary:
- Serves as first point of contact with customer 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 customers 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 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.
- Eelevates 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.
TA01
Pay: $40.00-$45.00 per hour
Work Location: In person
