Service Advisor

**Service Advisor**

We believe in flexibility for you to explore your passions while making an impact through meaningful work within our inclusive workforce. That’s what #LifeAtCummins is all about.

We are looking for a talented **Service Advisor** to join our team in **Tuas South, Singapore**. This role is following **Onsite model for 6 months after that hybrid work model based on job requirements.**

**In this role, you will make an impact in the following ways**:
- Serves as primary customer contact to promote quality customer service and increase business within the branch location.- 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 plan 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**:
**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** - Analyses 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 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.**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.**Directs work** - Providing direction, delegating, and removing obstacles to get work done.-
**Instils trust** - Gaining the confidence and trust of others through honesty, integrity, and authenticity.- Minimum ITE/ Diploma in Engineering / Business Administration or equivalent work experienceThis position may require licensing for compliance with export controls or sanctions regulations.- Requires significant and/or in-depth knowledge obtained through specialized training.- Effectively handle multiple priorities, organize workload, and meet deadlines.- Resilient and able to work and handle multiple stakeholders at one time.- Experience in technical industry, preferably with reciprocating engines and at least 3 years of hands-on experience or 2 years’ experience as a Service Advisor and/or Service Writer- Must have a positive, upbeat attitude, and excellent customer service skills.-
- A strong sense of integrity, honesty, and sincerity in every aspect of your work- Excellent organ