Job Summary: Reporting to our Service Manager in Toowoomba, you will:

Be an integral part of the Branch Service team

Assist the Service Department in achieving Corporate KPIs

Multitask a variety of tasks and meeting deadlines

Work with and assisting other Departments within the Branch and the wider Cummins business

You will make an impact in the following ways:

Serve as the first point of contact with customers either on the phone or at the branch, developing positive relationships with key customers.

Job Creation & Service Scheduling

Service Reporting & Invoice Preparation

Customer & Technician Support

Assess customers' needs and gathers pertinent information

Create basic work orders in appropriate systems

Provide some status updates to customers, as requested

Coordinate service administration support to ensure a timely completion of processes

Manage service invoicing and close out service jobs

Raise, maintain, and receipt purchase orders and handle local purchasing

Perform accounts payable tasks

Process labour entries on repair work orders

Support WIP/PIP management in line with business KPIs

Collaborate with Customer Service Advisors to assist in service event processing

Additional Information:

Full time / 38 hours per week

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

Proven significant experience in fast-paced customer service, handling diverse inquiries and ensuring satisfaction

Understanding of service workflows

Experience in service administration or scheduling; Strong data entry and system skills, especially with job management or ERP software

Strong verbal and written communication skills for engaging with customers and stakeholders effectively

Exceptional organizational skills, prioritizing conflicting tasks efficiently to meet deadlines and expectations

Advanced computer skills in Microsoft Suite; training provided on other programs

Technical Experience highly preferred

At Cummins,



we are an equal opportunity employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, colour, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.

Critical Competencies: 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.

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.

Job

Service

Organization

Cummins Inc.

Role Category

On-site with Flexibility

Job Type

Office

ReqID

2440015

Relocation Package

Yes

100% In office

No

📌 Service Administrator (Canberra)
🏢 Cummins
📍 Canberra