**DESCRIPTION** Serves as first point of contact with customer to promote quality customer service and assist with increasing business within the branch location. **Key Responsibilities:** + Serves as the first point of contact with customers either on the phone or at the branch, developing positive relationships with key customers. + Assesses customers needs and gathers pertinent information Creates basic work orders in appropriate systems. + Provides some status updates to customers, as requested **RESPONSIBILITIES** **Competencies:** + Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions. + Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. + Customer focus - Building strong customer relationships and delivering customer-centric solutions. + Directs work - Providing direction, delegating, and removing obstacles to get work done. + Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity. + Manages conflict - Handling conflict situations effectively, with a minimum of noise. + 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. + 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. + 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. + 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. + 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. + Values differences - Recognizing the value that different perspectives and cultures bring to an organization. **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. **QUALIFICATIONS** Willing to assigned in Laguna Office Highly proficient in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook for reporting, data analysis, and presentations **Job** Service **Organization** Cummins Inc. **Role Category** On-site with Flexibility **Job Type** Office **ReqID** 2424874 **Relocation Package** No **100% On-Site** No