Service Business Analyst

Job Summary:

Service Business Analyst

Key Responsibilities:

Business Analysis & Operations Support

• Collect, consolidate, and interpret data to support service processes, tools, and performance metrics.
• Analyze and document current business practices; identify process gaps and recommend improvements.
• Monitor key service KPIs, identify trends, and provide actionable insights to leadership.
• Prepare reports, dashboards, and evaluations that influence business decision-making.
• Act as a bridge between business users, technical teams, and third-party providers to resolve service issues and optimize performance.
• Support and track the execution of customer support functional projects, ensuring timely and quality delivery.
• Participate in system/process testing for new rollouts or enhancements.
• Serve as a liaison with both external providers and internal stakeholders for business support and issue resolution.
• Drive and enhance adherence to Service KPIs across Pan-India.
• Support the development of testing strategies and execution plans for new processes or system enhancements.
• Contribute to special projects, process improvements, and other business initiatives as assigned.

Technical Field Service Support

• Apply diagnostic tools and specialized procedures to address and resolve complex engine and product issues on customer sites.
• Perform and oversee preventive maintenance, complex repairs, and progressive damage checks.
• Escalate unresolved technical issues to specialists and collaborate on resolutions.
• Provide coaching to junior technicians and review repair plans, parts lists, and documentation.
• Identify service upselling or process improvement opportunities during customer interactions.
• Ensure compliance with HSE policies and maintain clean, operational work tools and vehicles.

Competencies:

• Communicates Effectively

  Clearly and consistently communicates across multiple channels to varied audiences.

• Customer Focus

  Prioritizes customer satisfaction through data-driven service improvements and proactive support.

• Manages Complexity

  Navigates ambiguity and large data sets to solve multifaceted problems.

• Manages Conflict

  Handles sensitive situations constructively, maintaining professionalism.

• Self-Development

  Actively seeks growth and keeps up to date with tools, systems, and technologies.

• Develops Talent

  Supports learning and development of team members and service partners.

• Values Differences

  Fosters an inclusive environment by valuing diverse perspectives.

• Health and Safety Fundamentals

  Promotes and practices safe behaviors, helping build a zero-incident culture.

Technical Competencies:

• Diagnostics Application

  Troubleshoots complex engine and service issues using advanced workflows and electronic tools.

• Electronic Service Tool Application

  Utilizes tools such as INSITE and other Cummins software to diagnose and resolve technical issues.

• Engine Systems Interactions

  Understands and analyzes how various engine systems interrelate to identify root causes.

• Product Repair and Maintenance

  Performs advanced mechanical and electrical repairs to ensure quality outcomes.

• Service Documentation

  Accurately records service information, using business systems to support warranty and historical records.

• Technical Escalation

  Appropriately escalates unresolved issues while documenting root causes and actions for continuous improvement.

Education, Licenses, and Certifications:

• Vocational diploma or technical degree in Engineering or a related field (required)
• Apprentice-trained engine technician (preferred)
• Valid driving license (mandatory)
• May require additional certifications for compliance with export control or local regulatory standards

Experience Requirements:

• Significant experience in field service or service operations, preferably in engine or power systems
• Demonstrated ability in business analysis, performance reporting, and process improvement
• Expert-level knowledge of Cummins engine products and diagnostic procedures
• Prior experience in coaching, mentoring, or team leadership (preferred)
• Experience working with data visualization/reporting tools (e.g., Power BI, Excel, SQL) is advantageous
• Strong stakeholder management and cross-functional communication

Skills Summary:

• Service process analytics and KPI management
• Complex diagnostic troubleshooting
• Customer service and support operations
• Report generation and interpretation
• Data consolidation and project execution
• Preventive maintenance planning
• Team development and technical mentoring
• HSE compliance and audit readiness