**DESCRIPTION** We are looking for a talented **Service Advisor** to join our team in **Tuas South, Singapore** . This will be **Onsite role.** Serves as primary customer contact to promote quality customer service and increase business within the branch location. **In this role, you will make an impact in the following ways:** **Key Responsibilities:** + Serves as the primary point of contact with customers either on the phone or at the branch, developing positive relationships with key customers. + Analyze customers needs, gathers pertinent information, and opens work orders; provides quotes, develops claims, prepares repair plans, schedules work, and provides status updated to customers on repair work. + Creates complex work orders including, diagnostic plans, quotes and repair plans by determining the length of repair based on parts and labor availability; reviews plans with the Service Supervisor/Team Lead prior to customer contact. + Works with the Service Supervisor and/or Team Lead to schedule job assignments Develops positive relationships with key customers; resolves customer concerns regarding Cummins' or distributor warranties; explain charges to customers Monitors key performance metrics for the workshop, including labor productivity and customer satisfaction **RESPONSIBILITIES** **To be successful in this role you will need the following:** + 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. **QUALIFICATIONS** **Preferred Qualifications:** + Technical trade school/ vocational diploma or certification or equivalent experience required. + This position may require licensing for compliance with export controls or sanctions regulations. + Requires significant and/or in-depth knowledge obtained through specialized training. + To execute the any site / yard entry related documents and requirement prior to job deployment. + Collaborate with Sales team and Operation manager for the all the Marine and all other segments sales inquiry. + Excel in managing time, quickly response and reallocate time between tasks as priorities evolve, ensuring that urgent projects are completed on time. + Advance level of Microsoft office skills ( Word, PowerPoint, Excel) **Job** Service **Organization** Cummins Inc. **Role Category** Hybrid **Job Type** Office **ReqID** 2413676 **Relocation Package** No