Service Advisor

6 hours ago

Singapore CUMMINS SALES AND SERVICE SINGAPORE PTE. LTD. Full time

We are looking for a talented Service Advisor to join our team in Tuas South, Singapore . This will be Onsite role.

Serves as primary customer contact to promote quality customer service and increase business within the branch location.

In this role, you will make an impact in the following ways:

Overview

In this role, you will make an impact in the following ways:

Key Responsibilities

  • Serves as the primary point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.
  • Analyze customers needs, gathers pertinent information, and opens work orders; provides quotes, develops claims, prepares repair plans, schedules work, and provides status updated to customers on repair work.
  • Creates complex work orders including, diagnostic plans, quotes and repair plans by determining the length of repair based on parts and labor availability; reviews plans with the Service Supervisor/Team Lead prior to customer contact.
  • Works with the Service Supervisor and/or Team Lead to schedule job assignments Develops positive relationships with key customers; resolves customer concerns regarding Cummins' or distributor warranties; explain charges to customers Monitors key performance metrics for the workshop, including labor productivity and customer satisfaction

To be successful in this role you will need the following:

  • Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.
  • 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.
  • Directs work - Providing direction, delegating, and removing obstacles to get work done.
  • Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
  • Manages conflict - Handling conflict situations effectively, with a minimum of noise.
  • 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

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