Analyst - Cummins CARE Operations

Description

Job Summary:

Analyst – Cummins CARE Operations

Key Responsibilities

• Provide customer assistance through phone, chat, and email platforms with professionalism and efficiency.
• Document all customer interactions accurately in Cummins systems as per standards.
• Use basic knowledge of Cummins processes and tools to resolve standard issues.
• Escalate non-routine or unresolved queries with required documentation.
• Manage digital support for platforms such as Guidanz, QSOL, Insite, Service Plus, and Salesforce .
• Monitor and resolve support tickets while maintaining SLA compliance.
• Support the development of support policies, best practices, and performance metrics.
• Collaborate with QA, development, and product teams to resolve technical/product-related issues.
• Generate regular performance and customer satisfaction reports.
• Share knowledge and contribute to peer training and onboarding initiatives.
• Recommend and participate in improvements to processes that enhance customer experience and operational efficiency.
  

Responsibilities

Core Competencies:

• Action Oriented – Eagerly takes on new challenges and tasks with energy and urgency.
• Collaborates – Partners effectively with colleagues across departments.
• Communicates Effectively – Tailors messages clearly to different audiences and channels.
• Customer Focus – Commits to meeting customer needs and building long-term relationships.
• Manages Conflict – Handles disagreements in a constructive, low-disruption manner.
• Nimble Learning – Learns from experience and readily applies insights.
• Values Differences – Embraces diverse perspectives and cultural backgrounds.
  

Functional/Technical Competencies

• Service Capability, Capacity, and Coverage – Ensures the right tools, technicians, and information are in place to meet customer needs.
• Service Documentation – Accurately logs service and technical details for future reference and compliance.
• Warranty Process – Applies Cummins’ warranty policies effectively, managing claims with proper documentation.
• Service Information Process – Organizes and shares technical and service content to ensure team access and understanding.
  

Education, Licenses, And Certifications

• Required: High School Diploma or equivalent qualification.
• Preferred: Bachelor’s degree in management, Business Administration, or a related field.
• This role may require licensing to comply with export control/sanction regulations.
  

Qualifications

Experience Requirements:

• Previous relevant work experience in technical/customer support preferred.
• Familiarity with Cummins platforms and tools (e.g., QSOL, Service Plus, Salesforce) is an advantage.
• Proven ability to work in a multi-channel support environment.
• Experience in managing support operations and ticket tracking against SLAs.
• Exposure to digital product support is desirable.
  

Preferred Skills & Tools

• Proficiency in CRM systems and customer support tools.
• Basic understanding of analytics/reporting tools (Power BI, Excel).
• Strong written and verbal communication skills.
• Team player with leadership potential and mentoring capability.
• Familiarity with customer contact platforms and performance dashboards.
  

Shift Requirements

• Rotational Shifts: Support coverage in 24x7 operations
• Primary Shift: Evening/Night (starting 4:00 PM IST onwards)
• Flexibility to adjust work hours based on global business requirements.
  

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