Service Advisor

Job Summary:

This position provides frontline service support to mining customers, coordinating service requests, breakdowns and repairs from initial enquiry through to completion. The role works closely with customers, technicians, supervisors and internal teams to ensure work is planned, communicated and completed in line with customer and business requirements. Based in Perth, the role provides remote service support to the Newman operation and its mining customers.In this role, you will make an impact in the following ways:

• Coordinate mining customer breakdowns, repairs and planned service work from initial request through to completion.

• Manage service jobs within Cummins systems, ensuring customer requirements, job scope, purchase orders and supporting information are accurately captured and maintained.

• Communicate regularly with customers, providing timely and accurate updates on job progress, delays, changes to scope and completion.

• Work collaboratively with Service Supervisors, technicians, Parts and other internal teams to coordinate labour, parts and resources required to support service activities.

• Monitor open jobs and work in progress (WIP), proactively following up outstanding actions to support timely job completion, invoicing and closure.

• Escalate breakdown priorities, customer concerns, delays, changes in scope and commercial matters where required, while maintaining ownership of communication and follow-up.

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

• Takes initiative and responds to customer and operational requirements with appropriate urgency and follow-through.

• Works collaboratively with others to coordinate service requirements and achieve shared outcomes.

• Communicates clearly and professionally with mining customers, technicians, supervisors and internal stakeholders

• Builds strong customer relationships by understanding customer requirements and delivering practical, customer-focused support.

• Handles challenging situations professionally, working through issues and escalating appropriately when required.

• Adapts quickly to changing priorities, breakdown requirements and operational demands.

• Supports effective service delivery by understanding customer requirements, job priorities and available service capability.

• Maintains accurate service records and documentation using required Cummins systems and processes.

• Supports warranty processes by ensuring relevant job information and supporting documentation are captured accurately and in line with Cummins requirements.

• Maintains ownership and follow-through, ensuring outstanding actions are followed up and customers and internal stakeholders are kept informed.

• Values diverse perspectives and contributes to an inclusive workplace.

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 customer service, service coordination, automotive, field service or a similar operational environment would be highly regarded.

Experience coordinating multiple customer requirements, working across operational teams and managing competing priorities would also be advantageous.

• Act as a key point of contact for customers, coordinating planned maintenance, breakdowns and field service activities.

• Coordinate breakdown response and job planning, including technician availability, parts and site requirements.

• Maintain regular communication with customers and technicians on job progress, delays and changes.

• Monitor WIP and outstanding jobs, following up actions to achieve monthly KPIs.