Service Administrator

Job Title

Service Administrator

Job Description

Serves as primary customer contact to promote quality customer service and increase business within the branch location.

We are looking for a talented Service Administrator to join our Distribution business in Downey, CA.

This role will make an impact in the following ways:

• Serves as primary customer contact to promote quality customer service and increase business within the branch location
• Serves as the primary point of contact with customers either on the phone or at the branch, developing positive relationships with key customers
• Analyzes customers needs, gathers pertinent information, and opens work orders
• Provides quotes, develops claims, prepares repair plans, schedules work, and provides status updates to customers on repair work
• Creates 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
• Works with the Service Supervisor and/or Team Lead to schedule job assignments
• Develops positive relationships with key customers
• Resolves customer concerns regarding Cummins' or distributor warranties
• Explains charges to customers
• Monitors key performance metrics for the workshop, including labor productivity and customer satisfaction

External Qualifications and Competencies

In order to be successful in this role you will need the following:

Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Customer focus - Building strong customer relationships and delivering customer-centric solutions.

Directs work - Providing direction, delegating, and removing obstacles to get work done.

Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.

Manages conflict - Handling conflict situations effectively, with a minimum of noise.

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.

Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

Additional Responsibilities Unique to this Position

• Knowledge of Diesel and/or Nat Gas engines
• Previous experience working in a shop service environment
• Previous experience scheduling service personnel
• Knowledge of Cummins Warranty/Policy
• Experience with estimating/quoting
• Computer literate
• Knowledge of Cummins QSOL
• Customer Service experience

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. Requires significant and/or in-depth knowledge obtained through specialized training.

Compensation and Benefits

Base salary rate commensurate with experience. 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.

About Us

Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.

Job Info

• Job Identification 2432579
• Job Category Service
• Posting Date 07/15/2026, 03:56 PM
• Apply Before 10/23/2026, 12:00 AM
• Job Schedule Full time
• Role Category On-site with Flexibility
• Locations 9520 Steward and Gray Road, Downey, CA, 90241, US
• Affiliated to Bargaining Unit/Trade Union No
• Pay Range 72,160.00 - 108,240.00 USD ANNUAL
• Relocation Eligible? Yes
• Allowable Work Locations AK,AL,AR,AZ,CA,CO,CT,DC,DE,FL,GA,HI,IA,ID,IL,IN,KS,KY,LA,MA,MD,ME,MI,MN,MO,MS,MT,NC,ND,NE,NH,NJ,NM,NV,NY,OH,OK,OR,PA,RI,SC,SD,TN,TX,UT,VA,VT,WA,WV,WI,WY
• Does the role require work to be done 100% onsite due to its operational nature? No