Cummins Inc. Service Writer in Columbia, Missouri

Service Writer


If you want to develop your career with the industry leader who gives you the innovative technology you love to work with and empowers you to deliver a service you can be proud of – then this is where you need to be.

Learn more about this role and how you can begin Working Right .

Our Distribution business delivers reliable, durable, high performing products for our global partners. You are key to our customers’ success. Working with industry leading technology and diagnostic tools, you’ll deliver solutions that build your knowledge base and fuel your career.


  • Answers telephone in a prompt and professional manner.

  • Returns E–mails in a timely manner meeting/exceeding customer expectations.

  • Assesses customer needs, gathers pertinent information, and opens work orders; helps schedules work, and provides status updated to customers on repair work in process.

  • Develops estimates and repair plans with the help of a service supervisor, by determining the length of repair based on parts and labor availability;

  • Works with the Service Supervisor to schedule field service job assignments.

  • Develops positive relationships with key customers; resolves customer concerns regarding Cummins or distributor warranties; explain charges to customers.

  • Invoices work orders in a timely and consistent manner

  • Delegates effectively and regularly with solid support and follow through. Uses defined processes to manage execution.

  • Achieves thoroughness and accuracy when accomplishing a task through concern for all the areas involved.

  • Carry work order from start to finish, to include Warranty Administration

  • Perform and update quotes for repairs

  • Help implement action plans for improvement processes

  • Schedules and plans work for diagnosis and repair of diesel engines

  • Communicates with customers and associates

  • Prepares and processes warranty claims

  • Responds to warranty claim information requests


  • Skills:

  • Attention to Details - Consistently demonstrates ability to work in a thorough and detailed manner. Provides accurate, consistent information on all documents.

  • Channel Repair Process - QuickServe - Able to lead others in executing the QuickServe process.

  • 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 as outlined in the Warranty Administration Manual.

  • Possesses a general understanding of Standard Repair Times, Engine repair practices, On highway diesel engines, and QuickService Online.

  • Manage Execution - Solid understanding of how to manage execution. Manages the performance of self and others through the use of structured tools and processes.

  • Must possess strong interpersonal and customer relations skills.

  • Strong computer skills.

  • Ability to read, understand, and interpret all service manual topic, parts manuals, warranty alerts, campaigns, SRT manuals and Quick Serve on-line. Be able to instruct and assist technicians with this information.

  • Must have an internal drive for customer service and provide and elevated level of service for internal and external customers.

  • Must comply with all safety rules and regulations and apply them to daily work routines for personal safety and the safety of others.

  • Willingness to increase knowledge base through experience and training to further your role

  • Demonstrated ability to work through conflict and use effective problem solving techniques

  • Demonstrated ability to develop & maintain effective working relationships with customers and co-workers.

  • Demonstrated ability to initiate, expedite, follow through to project completion

  • Effective user of good problem solving skills

  • Exhibits organizational and time management skills

  • Ability to positively react to change in environment, process and people

Education and Experience Required:

  • High school diploma or equivalent required.

  • One year experience working in a similar role

  • Knowledge of BMS system preferred. Computer literacy required.

Compensation and Benefits

Base hourly 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.

Cummins and E-verify

At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.

Cummins validates right to work using E-Verify. Cummins will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.

Ready to work with ground-breaking products and technology? Apply for this opportunity to start your career as an extraordinary Tech with Cummins today.

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Primary Location United States-Missouri-Columbia-US, MO, Columbia, Cummins Mid-South

Job Type Experienced - Professional / Office

Recruitment Job Type Office

Job Posting Jan 9, 2018, 4:40:30 PM

Unposting Date Ongoing

Req ID: 18000026