• Service Writer-Field Service Power Generation Jobs in United States Of America

  • Cummins Engine, Inc.
  • United States Of America, Usa

Job Description:

Service Writer-Field Service Power Generation


Serves as first point of contact with customer to promote quality customer service and assist with increasing business within the branch location

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



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

Tech savvy - Anticipating and adopting innovations in business-building digital and technology applications

Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity

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 Development - Explains scope of all primary electronic troubleshooting tools to understand which tools are applicable; identifies clear and robust design requirements by following the required process to ensure design meets or exceeds requirements; develops and executes test plans to validate the service tool

Education, Licenses, Certifications

High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations


Requires significant relevant work experience or specialized skills obtained through education, training or on-the-job experience

This position will serve as an FSPG Service Writer for Wisconsin Key responsibilities include

Responsible for the entire workflow and successful outcome of each Service event

Works closely with the Field Service Supervisor assisting with and providing resources to complete all service events in a timely manner

Primary point of customer contact, following the Quick Serve process, including estimate creation and acceptance, work order creation, invoicing, etc, while maintaining open communication with both internal and external customers

Responsible for keeping the customer and service group notified of the status of the service event

Assist with Service Coordinator duties as necessary

Completes warranty registration, claims, and responds to warranty claim information requests

Performs on-call rotation as required

Manage work in process to ensure Key Performance Indicators (KPIs) and departmental goals are achieved

Management of customer portals

Adheres to company policies within group demonstrating fairness and consistency

Fosters an environment that promotes safety, employee satisfaction, and retention

All other duties as assigned by the Customer Support Leader and/or Management

Cummins and E-verify

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 right to work using E-Verify Cummins will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employees Form I-9 to confirm work authorization


Primary Location United States-Wisconsin-Milwaukee-US, WI, Oak Creek, Cummins NPower Milwaukee

Job Type Experienced - Exempt / Office

Recruitment Job Type Office

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Manufacturing/Industrial
Functional Area : HR/PM/IR/Training
Role : Recruitment
Salary : As per Industry Standards
Deadline : 18th Feb 2020

Key Skills:

Company Profile:

Cummins Engine, Incarfix

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