DESCRIPTIONThis position provides routine support to customers, including end-users, distributors, and/or dealers, seeking information through various mediums, under limited supervision. The role involves assessing customer needs, gathering pertinent information, and managing work orders, quotes, claims, and repair plans.Key Responsibilities:Assess customer needs, gather information, and open work orders.Provide quotes, develop claims, prepare repair plans, and schedule work.Update customers on repair work status.Develop diagnostic plans, quotes, and repair plans based on parts and labor availability.Review diagnostic plans, quotes, and repair plans with the Service Supervisor.Schedule shop job assignments with the Service Supervisor.Support Cummins Sales and Services North America business in executing end-to-end technical service events (scheduling service visits, coordinating with the service team, work order processing, invoicing, customer communication).Document customer inquiry information within appropriate Cummins systems.Provide prompt assistance to customers through various media (Chat/Email/Phone).Resolve routine customer issues through a basic understanding of Cummins processes, systems, and practices.Escalate non-routine issues, providing documentation through the process.Contribute ideas and suggestions on how existing processes can be made more customer-centric or efficient.
DESCRIPTIONThis position provides routine support to customers, including end-users, distributors, and/or dealers, seeking information through various mediums, under limited supervision. The role involves assessing customer needs, gathering pertinent information, and managing work orders, quotes, claims, and repair plans.Key Responsibilities:
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RESPONSIBILITIESQualifications:High school diploma or certificate of completion of secondary education or equivalent experience.This position may require licensing for compliance with export controls or sanctions regulations.Competencies:Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.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.Manages Conflict: Handling conflict situations effectively, with a minimum of noise.Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.Service Capability, Capacity, and Coverage: Understanding customer expectations, business priorities, and providing capable and consistent service through available parts, information, tools, and qualified technicians.Service Documentation: Creating and verifying customer, equipment, and technical information; capturing specific data using required service tools; following procedures and documenting required information in the service management system.Warranty Process: Analyzing customer issues to verify root cause of failure and associated progressive damage; interpreting the warranty administration manual to determine eligibility for coverage and claim requirements; filing claims in the appropriate system using proper documentation.QUALIFICATIONSSkills:Strong written and communication skills.Comfortable working with various IT systems.Problem-solving skills.Excel and Power BI skills preferred.Experience:Requires previous relevant work experience.Prior technical experience and/or customer service experience is preferred.Ability to work in the 3rd shift (Night Shift).JobServiceOrganizationCummins Inc.Role CategoryHybridJob TypeOfficeReqID2408865Relocation PackageNo
