Service Administrator

Service Administrator

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 serve as the first point of contact for customers and support daily operations in Avondale, AZ.

This role will make an impact in the following ways:

• Serve as the first point of contact with customers in person, by phone, and via email, promoting strong customer service and relationship building.
• Assess customer needs, gather pertinent information, and create accurate work orders in the appropriate business systems.
• Provide customers with timely status updates on service events and maintain clear, professional communication.
• Support technicians and service teams by coordinating schedules, managing open work from start to finish, and ensuring smooth workflow.
• Utilize diagnostic information, service documentation, and electronic service tools to support accurate communication and service event planning.
• Apply basic financial understanding when discussing service work, estimates, and invoicing considerations.
• Assist in building branch business by delivering a positive customer experience and identifying service opportunities.
• Participate in an on-call rotation, including occasional evening and weekend work.

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

• Customer Focus: Builds strong customer relationships and provides customer-centric solutions.
• Communicates Effectively: Conveys clear information tailored to different audiences.
• Financial Acumen: Understands key financial indicators to support informed service decisions.
• Directs Work: Helps prioritize, delegate, and remove obstacles to keep service operations moving.
• Instills Trust: Demonstrates integrity, honesty, and reliability.
• Manages Conflict: Handles difficult conversations or customer concerns with professionalism.
• Diagnostics Application: Translates customer complaints into actionable information; supports troubleshooting workflow and accurate documentation.
• Electronic Service Tool Application: Understands relevant tools and data outputs to support service events.
• Service Documentation: Accurately captures customer, equipment, and service information in business systems.
• Technical Escalation: Uses resources to escalate issues appropriately and ensure timely resolution.
• Warranty Process: Understands Cummins warranty guidelines and assists in determining eligibility and documentation requirements.
• Values Differences: Recognizes the value of diverse backgrounds, experiences, and perspectives.

Qualifications:

This position will be a collaboration between HMLD and HHP service departments. This role will require being part of an on-call rotation with occasional evening and weekend work. Core responsibilities will consist of working directly with technicians to schedule, manage open work from start to finish, interfacing directly with customer via phone, email, and in person. Will need an understanding of and applying Cummins engine warranty. Experience with administrative duties, product, and industry knowledge is preferable.

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.

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.