Cummins Inc. Customer Service Advisor in Langley, United Kingdom
Customer Service Advisor
Attention all professionals! Are you an experienced supervisor in the equipment and machinery industry? If so, we have an exciting opportunity for you! We are currently seeking a supervisor to lead small groups of employees in installation, service, and repair. In this role, you will be responsible for coordinating and scheduling technician work schedules, communicating repair plans to technicians, and monitoring productivity and repair quality. Additionally, you will provide coaching, feedback, and performance reviews to individual service technicians, as well as opportunities for professional growth. If you have experience in service logistics and ensuring safety, quality, and efficient operations, we encourage you to apply. Join our team and take the next step in your career!
The role is based in Langley on a hybrid basis, requiring to be onsite 2 days a week.
In this role, here are some of the ways you will make an impact:
Translating customer complaints to develop troubleshooting plan; troubleshooting issue following guided workflows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair.
Analyzing 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.
Obtaining product technical issue information and utilizing available resources including data management tools; elevating 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.
Creating and verifying customer, equipment, and technical information; capturing specific data using required service tools; following procedures and documenting required information in the service management system to have an accurate record of the work done.
To be successful in this role you will have:
Work experience in a technical field, including team leadership experience, preferred.
WIP Management – Driving daily & weekly closuresin line with Monthly forecast.
NPS / Qualtrics – Drive Service excellence &review / action open cases to Customer Satisfaction.
UK Technical escalation – Collaborates with CumminsCARE process / L1, 2, 3 Technical specialists.
Service efficiency (UK KPIs) and process adherence (Operational & Technically).
Warranty claim recovery & compliance.
Collaborates with CUK Sales Team in ensuring alignment of accountability on departmental financial goals.
Promote, champion, lead & drive adoption of Guidance with all service teams / personal.
Participate in UAT and development of Operating systems & service support systems.
Other locations of work considered.
Demonstrated role competence is required. College, university, or equivalent bachelor’s degree in relevant discipline is preferred.
You will be rewarded with:
£34,320 – £42,900 - Dependent of experience
Defined contribution pension scheme - company contributions up to 9%
Annual bonus plan - target 8% (based upon company performance)
Private medical insurance (Optional, taxable benefit)
Health cash plan – reimbursement support towards medical, optical and dental costs
25 days annual leave plus public holidays
Employee discount scheme - covering 100's of retailers
Family friendly policies
Cycle to work scheme
Primary Location United Kingdom-England-Berkshire-UK, Langley, CDE Branch OP27
Job Type Experienced - Exempt / Office
Recruitment Job Type Exempt - Experienced
Job Posting Feb 7, 2024, 11:02:33 PM
Unposting Date Ongoing
Organization Distribution Business
Role Category Onsite
Relocation Package Ineligible
Req ID: 240000FS