Service Administrator

Job Summary:

Reporting to our Service Manager in Toowoomba, you will:

- Be an integral part of the Branch Service team
- Assist the Service Department in achieving Corporate KPIs
- Multitask a variety of tasks and meeting deadlines
- Work with and assisting other Departments within the Branch and the wider Cummins business

You will make an impact in the following ways:

- Serve as the first point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.
- Job Creation & Service Scheduling
- Service Reporting & Invoice Preparation
- Customer & Technician Support
- Assess customers' needs and gathers pertinent information
- Create basic work orders in appropriate systems
- Provide some status updates to customers, as requested
- Coordinate service administration support to ensure a timely completion of processes
- Manage service invoicing and close out service jobs
- Raise, maintain, and receipt purchase orders and handle local purchasing
- Perform accounts payable tasks
- Process labour entries on repair work orders
- Support WIP/PIP management in line with business KPIs
- Collaborate with Customer Service Advisors to assist in service event processing

Critical Competencies:

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Customer focus - Building strong customer relationships and delivering customer-centric solutions.

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.

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.

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.

Values differences - Recognizing the value that different perspectives and cultures bring to an organization.