Position: Service Administrator III
Pay Rate: $25–$26/hour
Location: W. Morris St., Indianapolis, IN 46241
Schedule: Onsite, Monday–Friday: 7:00 a.m. – 3:30 p.m.
Assignment Length: 18 months

Position Summary
Serves as the primary point of contact for customers and Cummins technicians in a diesel sales and service center. The Service Administrator III promotes quality customer service, assists with increasing branch business, and manages service workflow and communications.

Key Responsibilities

• Customer Interaction:
  First point of contact for customers, either via phone or in person. Develops positive relationships with key customers.
  

• Needs Assessment:
  Quickly assesses customer needs and gathers pertinent information.
  

• Work Order Creation:
  Creates basic work orders in appropriate systems; manages work order statuses and updates.
  

• Scheduling:
  Schedules service appointments and manages technician schedules.
  

• Status Updates:
  Provides status updates and maintains communication with customers and technicians.
  

• Service Documentation:
  Captures and verifies customer, equipment, and technical information. Documents required data in the service management system.
  

• Electronic Service Tools:
  Utilizes appropriate hardware/software tools for maintaining products or diagnosing/troubleshooting issues; interprets electronic tool results.
  

• Warranty Processing:
  Analyzes customer issues to verify root cause; determines eligibility for warranty coverage and files claims.
  

• Technical Escalation:
  Elevates technical issues as needed, ensuring accurate and timely resolution.
  

• Multitasking:
  Handles multiple tasks in a fast-paced environment while maintaining organization and strong communication.

Qualifications and Competencies

• Customer Service/Communication:
  Develops and delivers clear communications; builds strong customer relationships and solutions.
  

• Phone Etiquette:
  Professional and courteous communication skills.
  

• Organization:
  Detail-oriented and adept at managing multiple priorities.
  

• Conflict Management:
  Handles conflict situations with minimal disruption.
  

• Directs Work:
  Provides direction to team members and removes obstacles.
  

• Financial Acumen:
  Interprets key financial indicators for business decisions.
  

• Instills Trust:
  Consistently demonstrates honesty, integrity, and authenticity.
  

• Diagnostics Application & Troubleshooting:
  Translates customer complaints into troubleshooting plans; utilizes service tools and software.
  

• Service Management:
  Documentation and system administration for accurate service records.

Education, Licenses, Certifications

• High school diploma or equivalent
  

• May require licensing for compliance with export controls or sanctions regulations

Experience

• Significant relevant work experience or specialized skills obtained through education, training, or on-the-job experience (Experience as a service technician or with service scheduling strongly preferred)

Top 3 Skills

1. Customer Service/Communication
   

2. Phone Etiquette
   

3. Organization

Additional Notes

• Onsite position; must be able to multitask in a fast-paced environment.
  

• Knowledge of diesel engines or prior service background preferred.
  

• Responsible for intake calls, work order management, technician scheduling, and communication.
  

• Selected candidates will be invited for a 30-minute Zoom interview with the hiring manager.

Apply now to join our team and help deliver quality service to our diesel customers!
 

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