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
Additional Information:
- Full time / 38 hours per week
To be successful in this role you will need the following:
Proven significant experience in fast-paced customer service, handling diverse inquiries and ensuring satisfaction
Understanding of service workflows
Experience in service administration or scheduling; Strong data entry and system skills, especially with job management or ERP software
Strong verbal and written communication skills for engaging with customers and stakeholders effectively
Exceptional organizational skills, prioritizing conflicting tasks efficiently to meet deadlines and expectations
Advanced computer skills in Microsoft Suite; training provided on other programs
Technical Experience highly preferred
At Cummins, we are an equal opportunity employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, colour, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.
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.
Job Service
Organization Cummins Inc.
Role Category On-site with Flexibility
Job Type Office
ReqID 2440015
Relocation Package Yes
100% On-Site No