Service Representative

Description

Service Representative

Our culture believes in POWERING YOUR POTENTIAL . We provide global opportunities to develop your career, make your community a better place and work with today’s most innovative thinkers to solve the world’s toughest problems.

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 Representative to join our team specializing in service for our Power Systems Business Segment in Shoreview, MN.

• This position provides routine support to customers, including end-users, distributors, and/or dealers, seeking information through various mediums, under limited supervision

• Document customer inquiry information within appropriate Cummins systems

• Provide prompt assistance to customers through various media. Multi-Skill/Multi-channel support (Chat/Email/Phone)

• Resolves routine customer issues through a basic understanding of Cummins processes, systems and practices

• Escalate non-routine issues, providing documentation through process

• Understands new and existing Cummins processes, systems and practices

• Contributes ideas and suggestions on how the existing processes can be made more customer centric or efficient

Qualifications

Skills

• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

• 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.

• 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.

• Nimble learning - Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.

• Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

• 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.

• Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.

Education, Licenses, Certifications

High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.

This position may require licensing for compliance with export controls or sanctions regulations.

Experience

Requires previous relevant work experience; prior technical experience and/ or customer service experience is preferred.

1. Answer customers inquiries/requests via phone, email or teams for; BOMs, part numbers, documents, spec sheets, etc. This will require locating requested information on the network drive/server/website and send it to customer

2. Collecting information from customers necessary for warranty processing.

3. Processing warranty claim documentation:

a. Assuring approval process has been followed, all approvals received.

b. Filing completed warranty claims in Salesforce

4. Processing Credit and/or Payment and notifying customers on approved warranty claims.

5. Entering and processing urgent (next day) parts orders. Assuring necessary approvals are completed to expedite processing. Emailing documents to customers as requested by Technical Service personnel.

6. Data entry as needed

7. Bilingual - Spanish - preferred not required.

Compensation and Benefits

Hourly pay range for this position is $22.60 - $26.67. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage and a full complement of personal and professional benefits.

Job SERVICE

Primary Location United States-Minnesota-Minneapolis-US, MN, Shoreview, CPG Headquarters Victoria St

Job Type Experienced - Exempt / Office

Recruitment Job Type Office

Job Posting May 14, 2024, 12:00:00 AM

Unposting Date Aug 12, 2024, 11:59:00 PM

Organization Power Systems Business

Role Category Hybrid - Potential for Partial Remote

Relocation Package Ineligible

Req ID: 240003LC