Service Administrator

Job Description

Serves as first point of contact with customer to promote quality customer service and assist with increasing business within the branch location

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

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

• Serve as the first point of contact for customers by phone and in person, building strong customer relationships.
• Assess customer needs, gather relevant information, and create accurate work orders in service management systems.
• Provide timely updates to customers regarding the status of their service requests.
• Coordinate with technicians to ensure efficient communication and seamless service delivery.
• Document customer, equipment, and service information accurately for historical tracking and payment processing.
• Utilize electronic service tools and business systems to support diagnostics, service documentation, and workflow management.
• Assist with warranty administration by verifying repair eligibility, preparing documentation, and processing claims.
• Escalate technical issues appropriately while maintaining complete troubleshooting records.
• Adhere to Cummins Health, Safety & Environmental policies and maintain a customer-focused service environment.

External Qualifications and Competencies

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

• Strong customer service and communication skills with the ability to build lasting customer relationships.
• Experience creating and managing work orders and maintaining accurate service documentation.
• Ability to interpret customer concerns and translate them into effective troubleshooting plans.
• Familiarity with electronic diagnostic and service management tools.
• Knowledge of warranty processes, including claim eligibility and documentation requirements.
• Ability to prioritize work, manage multiple tasks, and provide timely customer updates.
• Strong problem-solving, conflict resolution, and technical escalation skills.
• Financial acumen and the ability to make sound business decisions based on key financial indicators.
• High school diploma or equivalent required; significant relevant work experience or specialized training preferred.
• Availability to work a regular schedule of 6:00 a.m. to 6:00 p.m., Monday through Friday, with schedule adjustments based on business needs.

Additional Responsibilities Unique to this Position

1. The regular schedule for this position will be 6:00 am to 6:00 pm Mon-Fri. This schedule is subject to change based on business needs.

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 significant relevant work experience or specialized skills obtained through education, training or on-the-job experience.

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.