Customer Service Advisor

2 weeks ago

Doha, Qatar Cummins Inc. Full time

Our culture believes in **_POWERING YOUR POTENTIAL_**. We provide global opportunities to develop your career, make your community a better place and work with today’s most innovative thinkers to solve the world’s toughest problems.

We believe in flexibility for you to explore your passions while making an impact through meaningful work within our inclusive workforce. That’s what **_#LifeAtCummins_** is all about.

**Customer Service Advisor**

**Description**

We are looking for a talented **CUSTOMER SERVICE ADVISOR** to join our team specializing in **SERVICE** for our **DISTRIBUTION BUSINESS SEGMENT in DOHA, QATAR**

**In this role, you will make an impact in the following ways**:

- Supervises small groups of Service Technicians; coordinates and schedules Technician work schedules; communicates repair plans to Technicians aligned with customer quotes; monitors Technician productivity and repair quality.
- Provides coaching and feedback to individual Service Technicians; provides performance reviews and opportunities for professional growth.
- Provides some first level of assistance to Service Technicians requiring assistance; escalates technical needs for resolution when needed.
- Assists with service logistics including use of materials, equipment, and employees ensuring safety, quality, and efficient operations.
- Assist with reviewing quotes for accuracy prior to communication to customers; provides updates on repair status and any plan or schedule changes.
- Monitors the status of open repairs with workshop technicians; addresses issues that impact completion of the repair plan in the time quoted to customers.

**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.
- 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 feedback 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.
- Ensures accountability - Holding self and others accountable to meet deliverables & Customer focus - Building strong customer relationships and delivering customer-centric solutions.

**BENEFITS**
**OVERVIEW**:

- Benefits and perks listed below may vary depending on the nature of your employment with Cummins and the country where you work._

**FINANCIAL WELLNESS**:
As a Cummins employee your retirement savings plan / pension plan / superannuation will power your path to retirement and improve your financial future.

**HEALTH & WELLNESS**:
Your wellbeing is important to us. You and your family will be cared for through comprehensive health care benefits.

**CONTINUING EDUCATION**:
Whether starting or completing a degree, you will be supported by tuition reimbursement opportunities or full funding.

**PAID INCENTIVE**:
You will receive annual merit and profit sharing based on individual and company performance.

**DIVERSITY & INCLUSION**:
We celebrate diverse perspectives and you will be part of building a more diverse workforce to enhance our competitive position and enrich our culture.

**WORK-LIFE FLEXIBILITY**:
Your energy and commitment will be recognized through paid vacation and holidays, parental leave, adoption assistance, flexible work environments and more.

**EVERY EMPLOYEE, EVERY COMMUNITY**:
You are empowered to volunteer at least four hours per year on company time, to give back to the communities where you work and live.

**DEVELOPMENT**
**AND GROWTH**:
You will learn and grow through training and hands-on experience in an environment that values curiosity and developing talent for the future.

**Job** SERVICE

**Primary Location** Qatar-Qatar-Doha-Qatar, Doha, Cummins Qatar Joint Venture

**Job Type** Experienced - Exempt / Office

**Recruitment Job Type** Exempt - Experienced

**Job Posting** Nov 12, 2021, 11:12:22 AM

**Unposting Date** Ongoing

**Req ID**: 210007KI

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