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 join our team in West Valley, UT. 100% Onsite.

Will make an impact in the following ways:

• Serve as the first point of contact for customers in person, by phone, and via email, promoting quality service and strengthening customer relationships.
• Assess customer needs, gather repair information, and create accurate work orders in the appropriate systems.
• Prepare service estimates, open and close work orders, and coordinate all documentation required for repairs.
• Communicate repair status updates to customers, sales representatives, and internal service teams.
• Assign repair jobs to technicians and manage daily shop workflow to improve repair velocity and meet department targets.
• Coordinate parts ordering, warranty steps, vendor scheduling, and shop logistics to support timely repairs.
• Schedule outside vendors for hydraulic, electrical, engine repair support, and building maintenance services.
• Maintain environmental checklists, order shop supplies, and oversee compliance with company processes and safety standards.
• Support inventory, unit staging, and battery transfers in partnership with sales and operations.

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

• Strong background in customer service, shop coordination, or service administration, preferably within material handling, heavy equipment, or related industries.
• Experience with creating work orders, quotes, invoices, and repair estimates.
• Knowledge of parts lookup, warranty processes, diagnostic information, and service documentation.
• Proficiency with Microsoft Suite (Excel, Word), Google Sheets/Docs, Adobe, and internal systems such as warranty tools or service management software.
• Ability to direct work, manage technician assignments, and balance multiple repair priorities.
• Strong communication skills with the ability to resolve customer concerns professionally and efficiently.
• Familiarity with service dashboards, reporting tools, or data platforms such as Power BI is a plus.
• High degree of accuracy, organization, and integrity when documenting repairs and communicating with customers.
• High school diploma or equivalent required; additional technical or administrative training preferred.

Manage the completion of 2 JSOs per month. Maintain DSO below or at target and manage repair velocity. Warranty Dashboard- Review and manage the daily tasks. After tech completes courtesy inspections, the coordinator quotes the expanded services to the customer for repairs. Needs to be familiar with the Power Bi Tool and the CSSNA service operations dashboard. Has the ability to run reports, drill through the data, and an understanding of what moves the data, positively and negatively. Familiar with QSO L Health Score and what it takes to improve and maintain this score. Then reports out performance during daily standups and weekly huddles. Quickserve Process- Adheres to the QS process and holds team accountable for following the process.

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. Cummins validates the right to work using E-Verify and 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.