Service Parts Specialist at Cummins Inc.

Req ID: 200000P7
Location: Lagos-Island, Lagos
Job: Service
Job Type: Experienced - Exempt / Office
Recruitment Job Type: Exempt - 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:

• 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.
• 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.
• Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.
• Tech savvy - Anticipating and adopting innovations in business-building digital and technology applications.

Education, Licenses, Certifications:

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

Experience

• Significant experience required.