Cummins Inc. Customer Service Rep/Service Advisor, 2nd Shift, Cummins Power Systems in Newark, New Jersey
Customer Service Rep/Service Advisor, 2nd Shift, Cummins Power Systems
No, this isn’t one of those ordinary jobs.
Cummins is a team of dependable, innovative thinkers, who are empowered to generate and deliver solutions for customers, community, and environment. Our employees develop their careers through the challenges only a diverse, global innovator can promise. This is a collaborative culture where thinking beyond your desk is more than part of the job. It is the job.
This is what we call Working Right.
Cummins is looking for an extraordinary Service Advisor in our Philadelphia, PA location. As part of Cummins, we will add to your current skills by providing training, encouragement and growth within a teamwork environment. We invest in your professional growth by providing you with education and training opportunities to keep current on industry standards and products. You will gain valuable knowledge of the diesel engine industry and skills that will last a lifetime.
A commitment to excellence is deeply rooted in Cummins tradition of exceptional service. Our employees are dedicated to delivering the “Best Every Time, Every Day” with the goal of earning customers for life!
We take pride in providing an unmatched high caliber of service and support for Cummins engines, generators, filters, and related products that serve the varied needs of our customers. Crucial to accomplishing this is the energy and commitment of Cummins employees to the company.
Provide outstanding service to the customer.
Greet customers at the service counter and on the phone.
Manage the first step of the QuickServe Process which includes: initiating the work order by conducting a thorough interview with the customer to determine performance problems and services requested.
Works closely with the Shop Supervisor to schedule diagnostics when needed.
Communicate with the customer and service operations throughout the repair event to ensure all parties are informed of job status and expectations for completion.
Work as a team to resolve any service issues for customers, co-workers, and Cummins Engine Company.
Review Work Orders to ensure accuracy for invoicing and warranty.
Completes the QuickServe process; closes-out the work order and invoices the customer.
Use appropriate Cummins Systems to accurately complete and document Work Orders (WOs) and time reports.
Complete required training on a timely basis.
Meet applicable performance objectives.
Adhere to company safety practices and other policies and procedures.
Perform other responsibilities as needed.
Channel Repair Process - QuickServe - Able to lead others in executing the QuickServe process. Demonstrate improvements using the QuickServe Customer Meter/Net Promoter Score data. Able to identify correlation between key service performance indicators and QuickServe Customer Meter to determine how well the process is being executed.
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 in the Warranty Administration Manual. Has in depth understanding of Standard Repair Times, Cummins repair practices, QuickService Online and Cummins engines. Has knowledge of the claim payment process.
Focus on Customer Needs - Familiar with key Cummins customers. Knowledge would include business strategies, organizational structures, geographic footprints, financial results, internal processes, and primary needs for effective segmentation.
Manage Execution - Solid understanding of how to manage execution. Manages the performance of self and others through the use of structured tools. Delegates effectively and regularly with solid support and follow through. Uses defined processes to manage execution.
Attention to Details - Consistently demonstrates ability to work in a thorough and detailed manner. Provides accurate, consistent information on all documents. Achieves thoroughness and accuracy when accomplishing a task through concern for all the areas involved. Can model/coach this skill to others.
Service Cross-Functional Knowledge - Basic understanding and awareness of service processes and tools. Aware of retail service processes and service support processes. Has basic knowledge of the Cummins Distributor/Field network.
Education, Licenses, Certifications
Associate degree or equivalent from a two-year college or technical school preferred.
High school diploma or equivalent required
- Significant experience required.
Cummins and E-verify
At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates right to work using E-Verify.
Cummins will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify .
Ready to think beyond your desk? Apply for this opportunity and start your career with Cummins today.
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Primary Location United States-New Jersey-Newark-US, NJ, Newark, Cummins Power Systems
Job Type Experienced - Professional / Office
Recruitment Job Type Office
Job Posting Dec 15, 2016, 5:14:22 PM
Unposting Date Ongoing