Service Advisor at Cummins Inc.

Req ID: 170005T4
Location: Port Harcourt, Nigeria
Recruitment Job Type: Professional - Experienced

Job Description

• Serve as key customer contact to promote quality customer service and increase business within the branch location.
• Assesses 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 in the shop;.
• Develops diagnostic plans, quotes and repair plans by determining the length of repair based on parts and labor availability; reviews diagnostic plans, quotes and repair plans with the Service Supervisor prior to customer contact; works with the Service Supervisor to schedule shop 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.

Qualifications
Skills:

• 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

• College or technical trade school or equivalent Degree, or equivalent experience, required.

Experience:

• Significant experience required.