Service Advisor/Writer

Job title : Service Advisor/Writer
Location: Indianapolis IN
12 months contract on W2

Position Summary:

Job Summary: 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

Qualifications and Competencies: Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. Manage 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. 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 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.

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.

Top 3 Skills you are looking for:

1. Customer Service/Communication

2. Phone Etiquette

3. Organization

**Additional Manager notes**

This candidate will serve as the primary point of contact for both customers and Cummins technicians. They should be able to multitask in a fast-paced environment while providing excellent customer service and maintaining strong communication skills. We are looking for someone with knowledge of engines and/or a service background, such as a former service technician or someone with experience scheduling mobile technicians.

In this role, the candidate will be responsible for taking customer intake calls, opening and closing work orders, scheduling service appointments, managing technician schedules, providing updates to both customers and technicians, and maintaining accurate work order statuses in the system. The ideal candidate is organized, detail-oriented, and able to effectively communicate.

This is an onsite position with a Monday - Friday schedule from 7:00 a.m. to 3:30 p.m. The assignment is expected to extend beyond one year. Once the hiring manager is ready to move forward, candidates will be selected for a 30-minute Zoom interview.

Founded in 1998 and headquartered in Farmington Hills, MI, Kyyba has a global presence delivering high-quality resources and top-notch recruiting services, enabling businesses to effectively respond to organizational changes and technological advances.

At Kyyba, the overall well-being of our employees and their families is important to us. We are proud of our work culture which embodies our core values; incorporating value, passion, excellence, empowerment, and happiness, creates a vibrant and productive atmosphere. We empower our employees with the resources, incentives, and flexibility that they need to support a healthy, balanced, and fulfilling career by providing many valuable benefits and a balanced compensation structure combined with career development.

Kyyba is an Equal Opportunity Employer.

Kyyba does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other b