Service Administrator

Descripción del puesto:

Job Summary:
Serves as first point of contact with customer to promote quality customer service and assist with increasing 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

Core Responsibilities:
* Operate effectively in a fast-paced service environment, managing multiple customer requests, work orders, and competing priorities while maintaining a high level of customer service.
* Participate in the branch on-call rotation schedule, providing after-hours support to customers during evenings and weekends as required.
* Coordinate with technicians, customers, and internal stakeholders to ensure timely communication and resolution of service-related issues.
Requirements:
* Proven ability to work in a fast-paced environment and effectively manage changing priorities.
* Strong organizational and time-management skills with the ability to handle multiple tasks simultaneously.
* Excellent customer service and communication skills, both verbal and written.
This position requires participation in a paid on-call rotation schedule. Employees are expected to share after-hours coverage, including evenings and weekends, and are compensated for their on-call responsibilities (one week per month on average).
Preferred Qualifications:
* Previous experience in a service, dispatch, maintenance, or technical support environment.
* Experience using work order management systems, CRM systems, or service management software.

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.

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

Requerimientos del candidato/a:

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