Global Service Support Coordinator:Start &Test

DESCRIPTION

We are looking for an experienced FSPG Service Support Coordinator to join our Distribution Business in Indianapolis, IN.

In this role, you will make an impact in the following ways:

• Serve 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
• Create complex work orders including, diagnostic plans, quotes and repair plans by determining the length of repair based on parts and labor availability; reviews plans with the Service Supervisor/Team Lead prior to customer contact.
• Work with the Service Supervisor and/or Team Lead to schedule job assignments
• Develop 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

• Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.
• 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.
• 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.
• 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.
• 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.
• 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. Education, Licenses, Certifications: Technical trade school/ vocational diploma or certification or equivalent experience required. This position may require licensing for compliance with export controls or sanctions regulations. Experience: Requires significant and/or in-depth knowledge obtained through specialized training.

• Positive attitude and motivated with excellent communication skills
• Participates in scheduled meetings with branch and project management team to ensure alignment, maintain consistent communication, and ensure customer needs are met.
• Ability to coordinate multiple projects simultaneously, prioritize work, and consistently deliver projects according to a predetermined schedule.
• Work closely with branches during on boarding process and continue constant communication after
• Hybrid role (work from home but may be required to work from local branch if needed)
• Before In Service Warranty management and registration
• Overtime as needed