Cummins Inc. FSPG Service Coordinator in Oak Creek, Wisconsin
FSPG Service Coordinator
Serves as first point of contact with customer to promote quality customer service and assist with increasing business within the branch location.
Serves as the first point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.
Assesses customers needs and gathers pertinent information.
Creates basic work orders in appropriate systems,
Provides some status updates to customers, as requested.
Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Manages conflict - Handling conflict situations effectively, with a minimum of noise.
Customer focus - Building strong customer relationships and delivering customer-centric solutions.
Tech savvy - Anticipating and adopting innovations in business-building digital and technology applications.
Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.
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.
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.
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.
Electronic Service Tool Development - Explains scope of all primary electronic troubleshooting tools to understand which tools are applicable; identifies clear and robust design requirements by following the required process to ensure design meets or exceeds requirements; develops and executes test plans to validate the service tool.
Education, Licenses, Certifications
High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
Requires significant relevant work experience or specialized skills obtained through education, training or on-the-job experience.
This position will be responsible for scheduling FSPG Technicians in the state of Wisconsin.
Job duties include:
Schedules and plans all technician work including planned maintenance, diagnosis and repair, prioritizing efficient work flow and quality excellence including emergency situations
Reviews and makes daily adjustments as necessary to Technician’s time cards
Process and invoice Planned Maintenance and Planned Maintenance Residual work orders as time allows
Communicates schedules with customers and associates as needed
Follows all applicable steps of the Quick Serve process
Works closely with the Field Service staff members assisting with and providing resources to complete all service events in a timely manner
Complete status updates on open work orders
Management of customer portals
Assist with Service Writer duties as necessary
Fosters an environment that promotes safety, employee satisfaction, and retention
Performs on-call rotation as required
All other duties as assigned by the Customer Support Leader and/or Management
Primary Location United States-Wisconsin-Milwaukee-US, WI, Oak Creek, Cummins NPower Milwaukee
Job Type Experienced - Exempt / Office
Recruitment Job Type Office
Job Posting Jan 31, 2020, 10:08:23 AM
Unposting Date Ongoing
Req ID: 20000040