Analyst - Cummins CARE Operations

Description

Job Summary:

Analyst – Cummins CARE Operations

Key Responsibilities

Customer Support & Operations:

• Deliver timely and accurate customer support using phone, email, and chat platforms.
• Responding to inquiries regarding engine diagnostics tools such as Guiding, Dealer Guiding, QSOL, Insite, and Salesforce.
• Document all customer interactions and inquiries using appropriate Cummins systems.
• Resolve routine support issues using a strong understanding of Cummins processes and products.
• Escalate complex/non-routine cases with complete documentation through defined processes.
  

Internal Collaboration & Technical Coordination

• Collaborate with development, QA, and cross-functional teams to troubleshoot and resolve technical problems.
• Manage and monitor support tickets, ensuring SLA compliance and issue closure.
• Provide insights into customer feedback to inform product development and service improvement.
  

Team Support & Performance Monitoring

• Assist in developing and implementing standard operating procedures, best practices, and escalation workflows.
• Train and mentor team members to enhance technical knowledge and service delivery skills.
• Prepare periodic performance reports and support analytics to track KPIs and customer satisfaction.
  

Responsibilities

Competencies:

• Action Oriented: Proactively handles challenges with urgency and energy.
• Customer Focus: Develops strong customer relationships and solutions.
• Communicates Effectively: Tailors messaging based on the audience and channel.
• Collaborates: Builds relationships and works effectively across teams.
• Manages Conflict: Resolves issues constructively while maintaining focus.
• Nimble Learning: Adapts quickly, learning from experience and experimentation.
• Values Differences: Encourages diverse perspectives and ideas.
• Service Capability, Capacity, and Coverage: Understands and supports service delivery excellence.
• Service Documentation: Ensures accurate technical and customer documentation.
• Warranty Process: Understands and applies Cummins warranty policies and claims processes.
  

Education

Required Qualifications & Experience:

• High school diploma or equivalent required.
• Bachelor’s degree in mechanical or Automobile Engineering or a related field preferred.
  

Experience

• Minimum of 2 years of experience in customer service, technical support, or call center management.
• Experience with Cummins tools, engine diagnostics systems, and CRM platforms is preferred.
  

Qualifications

Preferred Skills:

• Proficiency with support and analytics tools (e.g., Genesys, Microsoft Excel, Power BI).
• Familiarity with customer care platforms, CRM systems, and diagnostic applications.
• Strong written and verbal communication skills.
• Ability to analyze support data and implement operational improvements.
• Interpersonal skills and leadership ability in fast-paced, service-oriented environments.
  

Work Environment

• Support operations in a 24x7 shift environment (majority night shift).
• High-performing, collaborative, and digital service-oriented team.
  

Job

Organization

Role Category

Job Type

ReqID

Relocation Package