Cummins Inc. Service Coordinator in Avondale, Arizona

Service Coordinator


The Service Coordinator has safety, customer satisfaction, and business responsibilities within branch operations. The person in this role is responsible for supporting and assisting customers at the front counter.

Respond to all customer requests courteously and professionally, in a timely and responsive manner. Answer incoming telephone calls courteously and professionally while determining the needs of the caller and directing them to the proper person and/or department.

Greet all visitors courteously, determining their needs and directing them to the proper area.

General duties include but are not limited to:

Answer incoming telephone calls courteously and professionally while determining the needs of the caller and directing them to the proper person and/or department.

Greet all visitors courteously, determining their needs and directing them to the proper area.

Gather required work order information to include but not limited to:

Customer information such as company name, contact name, address, and phone number.

Required product and vehicle/unit information

Requested repair, complaint, and/or failure. Gather details such as operating conditions at the time the complaint/failure occurred.

Create an accurate job plan using Standard Repair Time (SRT) procedures.

Obtain the customer’s perception/interpretation of warranty coverage

Assist with scheduling of work for in-shop and mobile repairs

Determine if repair will be warranty or billable

Close out billable work orders

Use Service Monitor to monitor open jobs and help with RECT (Repair Event Cycle Time) measures

General office duties: filing, incoming and outgoing mail, order office supplies.

Collect payment from COD customer’s parts and service.

Assist technicians with spotting vehicles when pulling in and backing out

Perform Job Safety Analysis (JSA’s) audits

Assist in maintaining clean and organized and safe branch

Inventory management (cycle counts and cores)

Look up parts using Quick Serve and order as needed

Ship failed parts per WRAP program and tag recon failed parts

Put stock away and pull orders and stage for shop and field

Make sure stock parts and non stock parts are on work orders prior to invoicing

Operate fork lift

Parts delivery and pick up parts for in shop and field work

Operate maintain and log information from DPF (Diesel Particulate filter) machine

Demonstrate a positive attitude and a high level of personal credibility and integrity with dealers, customers, management, and co-workers.


Maintain company and product confidentiality.

Attend and participate in all meetings, trainings, and activities as required.

Stay apprised of new techniques relevant to the work being performed; achieve and maintain technical competency.

Adhere to all Company policies and departmental procedures and rules.

All other duties as required.


High School Diploma or GED is required in addition to a minimum of two years of related experience and/or training, or equivalent combination of education and experience. Associates Degree preferred.

Minimum 2-4 years previous experience.

Minimum 2-4 years previous customer service/contact experience

Proficient computer and typing skills specifically in the use of Microsoft Windows, Word, Power Point, Customer Data Base and Lotus Notes.

Technically competent in diesel engines / generator repairs.

Superior communication skills, positive attitude and professional in demeanor and appearance.

Excellent organizational and follow-up skills.

Trained in use of applicable Forklift

Must be able to communicate effectively verbally and in writing.

Must be able to follow Company procedures and standard operating procedures.

Must be honest, reliable, and dependable, and have a positive attitude.

Must be able to work well under occasional pressure or within deadlines.

Must be able to work well independently or with others in a team environment.

Must have a record of good attendance and performance at prior jobs.

Candidate must meet all eligibility requirements to drive a Company vehicle, including but not limited to:

Must have a current, valid driver's license issued by the state in which they reside.

Must have current motor vehicle liability insurance.

No convictions for any driving under the influence of alcohol or drugs charges (DUI) within prior 5 years.

No greater than three (3) moving violations within prior 12 month period.

No greater than 2 avoidable accidents on MVR within prior 3 years.

Candidate must be able to pass pre-employment drug testing and meet all physical requirements for the position.

If selected, candidates must consider this position as primary employment and hold no other jobs with this Company’s competitors, customers, or suppliers.


Must be able to lift 50 pounds occasionally.

Must be able to stand on feet for long periods of time.

Must have the physical ability to wear Personal Protective Equipment (PPE) Protective Glasses and Protective Footwear as required.


Primary Location United States-Arizona-Phoenix-US, AZ, Avondale, Cummins Rocky Mountain 651

Job Type Experienced - Professional / Office

Recruitment Job Type Office

Job Posting Jun 13, 2017, 9:42:38 AM

Unposting Date Ongoing

Req ID: 170002PH