Job Description
We are looking for a talented Field Service Advisor to join our large team in our Wetherill Park branch. In this role, you will be an integral part of the branch Service team, working closely with the Field Service team, other departments, warranty team and the wider business.
You will provide routine support to customers, including end-users, distributors, and/or dealers, seeking information and assistance.
You will make an impact in the following ways:
- Assisting service department achieve KPI's
- Provide prompt assistance to customers through various media - Multi-Skill/Multi-channel support (Chat/Email/Phone)
- Interview customers, take all details and open jobs.
- Coordinate and assist workshop scheduling of jobs
- Document customer inquiry information within appropriate Cummins systems
- Quote repair using the Cummins Operating System.
- Closing out jobs for month end.
- Processing labor into SRT and warranty guidelines
- Resolve non-routine customer issues through understanding Cummins processes, systems and practices
- Invoicing & cash sales
- Submit all types of Warranty Claims, including Goodwill.
- Determining applicable coverages, account availability and payment terms
- Escalate complex issues, providing documentation through process
- Contribute ideas and suggestions on how the existing processes can be made more customer centric or efficient
- Ad hoc participation in projects and pilot programs as they come up
What we’re looking for
- Self-motivated with a strong sense of ownership and accountability
- Proven ability to multitask, prioritise, and manage time effectively in a busy environment
- A natural problem-solver who looks for ways to improve processes, not just follow them
- Strong communication skills (written and verbal)
- Comfortable working with systems, data entry, and computer-based processes
- Ability to stay calm and organised under pressure
To be successful in this role you will need the following:
- Background in customer service, service coordination, or administrative roles
- Experience in automotive, heavy vehicle, technical, or service-based industries (advantageous but not essential)
- Exposure to quoting, invoicing, or warranty processes is beneficial
Compensation and Benefits
- Competitive salary package
- Full-time role (38 hours per week)
- Annual bonus
- All safety equipment and PPE provided
- Opportunity to grow within a structured and supportive team
- Be part of a business that values initiative, efficiency, and continuous improvement
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.
Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.
