Service Administrator

We are looking for a talented Service Advisor to join our Cummins Inc. team in Tampa, Florida.

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

• Build strong customer relationships by serving as the primary point of contact for service inquiries and support needs.
• Assess customer concerns and gather critical information to enable timely and accurate service resolutions.
• Create and manage work orders that streamline service execution and improve customer satisfaction.
• Communicate service status updates clearly, ensuring customers remain informed throughout the repair process.
• Coordinate with technical teams to expedite issue resolution and minimize equipment downtime.
• Support warranty and service administration activities to ensure accurate documentation and claim processing.
• Escalate complex technical issues appropriately to drive efficient problem resolution and seamless customer experiences.
• Contribute to branch growth by delivering exceptional service that encourages customer loyalty and repeat business.

Responsibilities

To be successful in this role, you will need the following:

• Strong customer service and communication skills with the ability to build trust and maintain positive relationships across diverse customer groups.
• Solid problem-solving and analytical capabilities, including the ability to assess customer concerns and support technical troubleshooting efforts.
• Demonstrated ability to manage multiple priorities, coordinate activities effectively, and deliver timely results in a fast-paced service environment.
• Sound business judgment and financial awareness to support service operations, warranty administration, and customer-focused decision-making.
• A collaborative and adaptable approach with the ability to navigate conflict professionally while maintaining a strong commitment to quality and customer satisfaction.

 

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

Additional Responsibilities & Preferred Key Competencies:

• 2 years of customer service experience in a non-retail environment
• Utilize service management systems, electronic service tools, and diagnostic technologies to support accurate service documentation and issue resolution.
• Translate customer-reported concerns into effective troubleshooting plans while partnering with technicians to facilitate successful repairs.
• Maintain detailed customer, equipment, and service records to support operational accuracy, payment processing, and historical tracking.
• Support technical escalation processes by leveraging data management tools and documenting investigative steps for efficient handoffs and resolution.
• Apply knowledge of warranty processes and Cummins service information to support claim accuracy and customer communication.
• Demonstrate integrity, accountability, and professionalism while fostering collaboration across customers, technicians, and internal stakeholders.
• Thrive in a shop service environment by balancing customer needs, operational priorities, and service quality expectations.
• Preferred experience supporting equipment service, maintenance, diagnostics, or repair operations within a technical service setting.
• Shift Requirement: Position supports in-shop service operations at the Tampa location.

Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.