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We are looking for a talented Parts and Service Advisor to join our team in Tuas South, Singapore. This role will be following hybrid work model but initial six months, will be onsite due to business and operation’s needs.
In this role, you will make an impact in the following ways:
· Serves as primary customer contact to promote quality customer service and increase business within the branch location.
· Serves as the primary point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.
· Analyze customers’ needs, gathers pertinent information, and opens work orders; provides quotes, develops claims, prepares repair plans, schedules work, and provides status updated to customers on repair work.
· Creates complex work orders including, diagnostic plans, quotes and repair plans by determining the length of repair based on parts and labor availability; reviews plan with the Service Supervisor/Team Lead prior to customer contact.
· Works with the Service Supervisor and/or Team Lead to schedule job assignments
· Develops positive relationships with key customers; resolves customer concerns regarding Cummins' or distributor warranties; explain charges to customers.
· Monitors key performance metrics for the workshop, including labor productivity and customer satisfaction.
· Work with retail parts, service sales and supply chain team to develop strategic parts inventory to support the fleet customers
· Perform data analysis on local engine population and models that frequently worked-on to develop preparatory parts inventory list to support end customers
· Manages with support inventory and material procurement to establish infrastructure for the distribution system.
Qualifications - External
To be successful in this role you will need the following:
- 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.
- 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.
- Instils trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
Preferred Qualifications:
- Technical trade school/ vocational diploma or certification or equivalent experience required. This position may require licensing for compliance with export controls or sanctions regulations.
- Requires significant experience and/or in-depth knowledge obtained through specialized training.
- Ability to develop product stocking and forecasting projections
- At-least 2+ years in relevant work experience.
- Good with MS Office and computer literacy.
- Strong analytical skill in demand and forecasting according to job requirement.
- Strong technical knowledge on Cummins product range.
- Ability to communicate with Upstream and Downs
- Work with retail parts, service sales and supply chain team
- To develop strategic parts inventory to support the fleet customers.
- This role is not supporting on cross-border relocation.
Compensation and Benefits
- Permanent Salary, AWS, Flexi Benefits, Annual remuneration reviews and a range of personal and professional benefits. Participation in an annual variable compensation (bonus) program
At Cummins, we are an equal opportunity employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, colour, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.
