Service Administrator

Job Description:

Job Summary:
Serves as primary customer contact to promote quality customer service and increase business within the branch location.
We are looking for a talented Service Administrator to join our Distribution business in Candiac, QC.
Bilingual in French and English (required)
Will make an impact in the following ways:

* Serve as the primary point of contact for customers, both by phone and in person, building strong and positive relationships
* Analyze customer needs, gather relevant information, and create and manage work orders
* Develop quotes, repair plans, and warranty claims, ensuring accuracy and timeliness
* Coordinate with technicians, parts, and service teams to schedule and manage service work
* Provide status updates to customers throughout the repair process
* Handle customer concerns and warranty inquiries, ensuring a high level of satisfaction
* Monitor key performance metrics such as productivity and customer satisfaction
* Maintain accurate service documentation and records in internal systems

Requires significant and/or in-depth knowledge obtained through specialized training.
-Positive attitude and motivated with excellent communication skills
-Participates in scheduled meetings with branch and project management team to ensure alignment, maintain consistent communication, and ensure customer needs are met.
-Ability to coordinate multiple projects simultaneously, prioritize work, and consistently deliver projects according to a predetermined schedule.
-Work closely with branches during onboarding process and continue constant communication after
-Role is required 100% on site for training purposes, role will be moved to remote at a later date.
-Perform Before in Service Warranty management and registration of In-Service Date
-Overtime may be necessary based on business demand
Education, Licenses, Certifications:
Technical trade school/ vocational diploma or certification or equivalent experience required.
This position may require licensing for compliance with export controls or sanctions regulations.

Experience:
Requires significant and/or in-depth knowledge obtained through specialized training.
Compensation and Benefits
Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our Company Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, and a full complement of personal and professional benefits.

At Cummins, we are committed to the principles of diversity and employment equity under the Employment Equity Act, and we strive to ensure that our workforce reflects the diverse nature of Canadian society.

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.

The successful candidate will be subject to our Pre-Employment Background Screening process that consists of a Criminal Background Check. Apprenticeship documentation and certification will be required prior to hire

Candidate Requirements:

In order to be successful in this role you will need the following:

* Previous experience in a service coordination, service advisor, or administrative role (preferably in a technical/service environment)
* Bilingual in French and English (required)
* Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
* Excellent customer service and communication skills
* Ability to handle complex work orders, quotes, and scheduling independently
* Comfortable working with multiple computer systems and service management tools
* Strong problem-solving skills and ability to manage customer escalations
* Good understanding of service operations, including diagnostics flow, repair planning, and warranty processes