Cummins Inc. Service Advisor in Buenos Aires, Argentina
Serve as key customer contact to promote quality customerservice and increase business within the branch location.
Assesses customers needs, gathers pertinent information, andopens work orders; provides quotes, develops claims, prepares repair plans,schedules work, and provides status updated to customers on repair work in theshop;.
Develops diagnostic plans, quotes and repair plans bydetermining the length of repair based on parts and labor availability; reviewsdiagnostic plans, quotes and repair plans with the Service Supervisor prior tocustomer contact; works with the Service Supervisor to schedule shop jobassignments.
Develops positive relationships with key customers; resolvescustomer concerns regarding Cummins? or distributor warranties; explain chargesto customers.
Monitors key performance metrics for the workshop, includinglabor productivity and customer satisfaction.
Channel Repair Process - QuickServe - Able to lead others in executing the QuickServe process. Demonstrate improvements using the QuickServe Customer Meter/Net Promoter Score data. Able to identify correlation between key service performance indicators and QuickServe Customer Meter to determine how well the process is being executed.
Communication - Written and Verbal - Significant experience in written and verbal communication and should be capable of communicating effectively to all levels within and outside the company.
Warranty / Administration Procedure - Comprehends, understands and carries out the guidelines as outlined in the Warranty Administration Manual. Has in depth understanding of Standard Repair Times, Cummins repair practices, QuickService Online and Cummins engines. Has knowledge of the claim payment process.
Focus on Customer Needs - Familiar with key Cummins customers. Knowledge would include business strategies, organizational structures, geographic footprints, financial results, internal processes, and primary needs for effective segmentation.
Manage Execution - Solid understanding of how to manage execution. Manages the performance of self and others through the use of structured tools. Delegates effectively and regularly with solid support and follow through. Uses defined processes to manage execution.
Attention to Details - Consistently demonstrates ability to work in a thorough and detailed manner. Provides accurate, consistent information on all documents. Achieves thoroughness and accuracy when accomplishing a task through concern for all the areas involved. Can model/coach this skill to others.
Service Cross-Functional Knowledge - Basic understanding and awareness of service processes and tools. Aware of retail service processes and service support processes. Has basic knowledge of the Cummins Distributor/Field network.
Education, Licenses, Certifications
College or technical trade school or equivalent degree, or equivalent experience, required.
Significant experience required.
Work closely with the Development of the Dealers Service Area (Technical / Commercial Support) to develop the Dealer's comprehensive capabilities and implement it in the Technical evaluation.Implementation of relationship tools to improve the efficiency of the service area (QSOL Sprint, product registration, etc.)Understand and execute the QSOL process.Continuous analysis of the result of the efficiency of the service.Development and work together with all areas of the company, mainly with our Product Support area.Field technical support (Diagnostics / Reports)Conduct Technical Teleconferences with the Dealers Network (Monthly develop topics)Failure Reporting (Network of Dealers)Realize and communication of Technical Bulletins.Visits and technical techniques to the Network of DealersCarrying out Workshops and Technical Talks to key clients and Distributors.Attention, referral, follow-up and support of cases of OEM / DOEM's servicesTake Qualifications courses in different products, to be able to technically support the network of Dealers and customers
Primary Location Argentina-Capital Federal-Buenos Aires-Argentina, Buenos Aires, Cummins Dist Argentina
Job Type Experienced - Professional / Office
Recruitment Job Type Professional - Experienced
Job Posting Aug 22, 2017, 12:09:22 PM
Unposting Date Ongoing
Req ID: 170002Z4