Answers telephone in a prompt and professional manner.
Returns E-mails in a timely manner meeting/exceeding customer expectations.
Serve as key customer contact to promote quality customer service within field service.
Assesses customer needs, gathers pertinent information, and opens work orders; helps schedules work, and provides status updated to customers on repair work in process.
Develops estimates and repair plans with the help of a service supervisor, by determining the length of repair based on parts and labor availability;
Works with the Service Supervisor to schedule field service job assignments.
Develops positive relationships with key customers; resolves customer concerns regarding Cummins or distributor warranties; explain charges to customers.
Invoices work orders in a timely and consistent manner
Attention to Details - Consistently demonstrates ability to work in a thorough and detailed manner. Provides accurate, consistent information on all documents.
Channel Repair Process - QuickServe - Able to lead others in executing the QuickServe process.
Communication - Written and Verbal - Significant experience in written and verbal communication and should be capable of communicating effectively to all levels within and outside the company.
Warranty / Administration Procedure - Comprehends, understands and carries out the guidelines as outlined as outlined in the Warranty Administration Manual.
Has in a general understanding of Standard Repair Times, Engine repair practices, On highway diesel engines, and QuickService Online.
Manage Execution - Solid understanding of how to manage execution. Manages the performance of self and others through the use of structured tools and processes.
Delegates effectively and regularly with solid support and follow through. Uses defined processes to manage execution.
Achieves thoroughness and accuracy when accomplishing a task through concern for all the areas involved.
At Cummins, we are dedicated to diversity in the workplace and our policy is to provide equal employment opportunities to all qualified persons without regard to race, age, color, sex, religion, national origin, disability, veteran status, sexual orientation, gender identity and/or expression or other status protected by law.
A little about us:
No, this isn't one of those ordinary jobs.