Service Administrator

**DESCRIPTION**

We are looking for a talented **Service Administrator** 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**:
**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

**RESPONSIBILITIES**

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

- 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 payment and historical tracking.
- Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.
- 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.

**QUALIFICATIONS**

**Preferred Qualifications**:

- Technical trade school/ vocational diploma or certification or equivalent experience required.
- This position may require licensing for compliance with export controls or sanctions regulations.
- Requires significant and/or in-depth knowledge obtained through specialized training.
- To execute the any site / yard entry related documents and requirement prior to job deployment.
- Collaborate with Sales team and Operation manager for the all the Marine and all other segments sales inquiry.
- Excel in managing time, quickly response and reallocate time between tasks as priorities evolve, ensuring that urgent projects are completed on time.
- Advance level of Microsoft office skills ( Word, PowerPoint, Excel)

**Job** Service

**Organization** Cummins Inc.

**Role Category** Hybrid

**Job Type** Office

**ReqID** 2413676

**Relocation Package** No