Cummins Inc. Assistente de Serviços in Sao Paulo, Brazil
Assistente de Serviços
Acts as an extension of senior management ensuring a positive customer experience while being the representative of senior management to others. Provides administrative support and performs numerous duties, including scheduling, writing correspondence, emailing, overseeing visitors, routing callers and answering questions and requests.
Anticipates to the needs of senior management and manages his/her schedules.
Arranges and coordinates travel arrangements including expense reports and visa/passport requirements.
Gathers, compiles, verifies and analyses information for management' use in documents such as memos, letters, reports, speeches, presentations and news releases.
Facilitates smooth communications between senior management and coworkers and between senior management and external parties such as media, customers, vendors and the public.
Maintains the security and confidentiality of management' records and files.
Monitors, reviews and approves standard expenditures to ensure the activities of the office are conducted within established budgets.
Reports required information on a regular basis as assigned (e.g. monthly).
Performs various tasks using independent judgement and discretion; e.g., preparing documents and presentation materials; screening and responding to incoming correspondence, inquiries, and phone calls; drafting letters and official information releases; arranging and attending meetings; taking and distributing minutes.
Act as formal resource for colleagues with less experience.
Completes other activities for senior management upon request and/or as required.
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.
Tech savvy - Anticipating and adopting innovations in business-building digital and technology applications.
Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.
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.
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.
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.
Electronic Service Tool Development - Explains scope of all primary electronic troubleshooting tools to understand which tools are applicable; identifies clear and robust design requirements by following the required process to ensure design meets or exceeds requirements; develops and executes test plans to validate the service tool.
Education, Licenses, Certifications
High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
Requires significant relevant work experience or specialized skills obtained through education, training or on-the-job experience.
Primary Location Brazil-São Paulo-São Paulo-Brazil, Sao Paulo, Distributor CDME - Limao
Job Type Experienced - Exempt / Office
Recruitment Job Type Office
Job Posting Aug 28, 2019, 3:18:49 PM
Unposting Date Ongoing
Req ID: 190003J1