Title: Service Administrator III
Location: 2400 Avenue Watt, Quebec City, Quebec, CAN G1P 3T3
Additional Notes: Onsite position, Mon-Fri. Mostly standard business hours, but some evening shifts (12-8) are possible.
JOB DESCRIPTION:
This is a customer facing position. The contingent will be in an administrative position for a service department. Typical work will include sending estimates, opening work orders, following up with customers, customer invoicing, etc.
Required Skills:
· Previous experience in a customer facing role, preferably within the automotive industry.
· French speaking (mandatory). English is a bonus, but not necessary.
· Good written/verbal skills.
· Previous experience as a service writer/admin is preferred.
Job Summary:
· Serves as first point of contact with customer to promote quality customer service and assist with increasing business within the branch location.
Key Responsibilities:
· Serves as the first point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.
· Assesses customers needs and gathers pertinent information.
· Creates basic work orders in appropriate systems.
· Provides some status updates to customers, as requested.
Qualifications and Competencies:
· 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.
· Directs work - Providing direction, delegating, and removing obstacles to get work done.
· Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.
· Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
· 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.
· 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.
· 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.
· 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.
· 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.
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.
TSNIT01
Pay: $30.00-$32.00 per hour
Work Location: In person
