What are the responsibilities and job description for the Service representative position at Cummins Inc.?
Description
Service Representative
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
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
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;
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.
Collecting information from customers necessary for warranty processing.
Processing warranty claim documentation :
a. Assuring approval process has been followed, all approvals received.
b. Filing completed warranty claims in Salesforce
Processing Credit and / or Payment and notifying customers on approved warranty claims.
Data entry as needed
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
Last updated : 2024-05-15
