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Advocate

ConfidentialPune

30+ days ago

Job description

Competencies : Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm

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

Customer focus - Building strong customer relationships and delivering customer-centric solutions

Manages conflict - Handling conflict situations effectively, with a minimum of noise

Nimble learning - Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder

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

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

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

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 previous relevant work experience; prior technical experience and / or customer service experience is preferre

Role : Customer Service

Industry Type : Industrial Equipment / Machinery

Department : Customer Success , Service & Operations

Employment Type : Full Time, Permanent

Role Category : Customer Success, Service & Operations - Other

Education

UG : Diploma in Mechanical

PG : Any Postgraduate

Skills Required

Criminal Cases, Service Management, Drafting, Advocacy, Litigation, Customer Relationship, Advocate

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Advocate • Pune

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