Digital Product Support Service Advocate

4 weeks ago

Winnipeg, Canada Cummins Inc. Full time

**Digital Product Support Service Advocate**

**Description**

We are looking for a Service support advocate to join our team in a remote position

In this role, you will make an impact in the following ways:

- This position provides routine support to customers, including end-users, distributors, and/or dealers, seeking information through various mediums, under limited supervision.
- Document customer inquiry information within appropriate Cummins systems.
- Resolves routine customer issues through a basic understanding of Cummins processes, systems and practices.
- Escalate non-routine issues, providing documentation through process.
- Understands new and existing Cummins processes, systems and practices.
- Contributes ideas and suggestions on how the existing processes can be made more customer centric or efficient.

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

- Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
- Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- Manages conflict - Handling conflict situations effectively, with a minimum of noise.
- Customer focus - Building strong customer relationships and delivering customer-centric solutions.
- 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.
- Nimble learning - Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.
- Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
- 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.
- Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.

**Education**

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 previous relevant work experience; prior technical experience and/ or customer service experience is preferred.
- Computer savvy
- Customer service experience
- English speaking

Working hours are 9h30am to 6pm Central time

**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.

**Job** SERVICE

**Primary Location** Canada-Manitoba-Winnipeg-Canada, MB, Winnipeg, Cummins Western Canada

**Job Type** Experienced - Exempt / Office

**Recruitment Job Type** Office

**Job Posting** Feb 1, 2024, 2:27:40 PM

**Unposting Date** Feb 6, 2024, 11:59:00 PM

**Organization** Distribution Business

**Role Category** Remote - The location of this role is flexible to certain locations

**Relocation Package** Ineligible

**Req ID**: 2400011L

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