Job Summary:
Serves as first point of contact with customer to promote quality customer service and assist with increasing business within the branch location
We are looking for a talented Service Administrator to join our Distribution business in (Candiac, QC).
100% Onsite
This role will make an impact in the following ways:
- Serve as the first point of contact for customers, providing professional and timely support.
- Create and manage work orders while ensuring accurate service documentation.
- Coordinate and dispatch field technicians based on customer needs, priorities, and technician availability.
- Communicate with customers regarding service requests, scheduling, and work status updates.
- Support service operations by maintaining accurate records and updating service systems.
- Assist with warranty administration and service-related processes.
- Participate in a paid after-hours emergency phone rotation (approximately one week per month).
- Adhere to Cummins Health, Safety & Environmental policies.
Sous la supervision du directeur de service, le coordonnateur de service est responsable de la répartition et du support opérationnel d'une équipe d'environ 22 techniciens de terrain.
Responsabilités principales :
- Coordonner et répartir les techniciens sur les sites clients selon les priorités et urgences
- Assurer le suivi des interventions liées à des problématiques d'équipements chez la clientèle
- Communiquer avec les clients pour clarifier les besoins et transmettre les statuts d'intervention
- Optimiser la planification des déplacements et la disponibilité de l'équipe
- Documenter les interventions et assurer la mise à jour des dossiers de service
Rotation de garde (téléphone d'urgence) :
- Participation obligatoire à un programme de rotation rémunéré, à raison d'environ une semaine par mois
- Durant cette période, le coordonnateur assume la responsabilité du téléphone d'urgence en dehors des heures régulières afin de répondre aux besoins critiques de la clientèle
- Doit être en mesure de mobiliser rapidement un technicien approprié selon la nature de l'urgence
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.
Compensation and Benefits
Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our Company Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, and a full complement of personal and professional benefits.
At Cummins, we are committed to the principles of diversity and employment equity under the Employment Equity Act, and we strive to ensure that our workforce reflects the diverse nature of Canadian society.
Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.
The successful candidate will be subject to our Pre-Employment Background Screening process that consists of a Criminal Background Check. Apprenticeship documentation and certification will be required prior to hire.
In order to be successful in this role you will need the following:
- Experience in service coordination, dispatching, customer service, or administrative support.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Ability to communicate effectively with customers, technicians, and internal stakeholders.
- Experience creating work orders and maintaining accurate documentation.
- Ability to schedule and coordinate technicians to meet customer expectations and operational requirements.
- Strong problem-solving skills and the ability to prioritize urgent customer needs.
- Proficiency with computer systems and service-related software applications.
- Bilingual French/English is an asset (depending on location).
- Willingness to participate in an after-hours on-call rotation.
Job Service
Organization Cummins Inc.
Role Category On-site with Flexibility
Job Type Office
ReqID 2435785
Relocation Package Yes
Business Justification Backfill
100% On-Site No
