Sr. Analyst - Cummins CARE Operations

Description

Senior Analyst – Cummins CARE Operations

Key Responsibilities

Customer Support & Technical Resolution:

• Provide advanced assistance to end-users, dealers, and distributors through chat, phone, and email.
• Resolve complex technical and service-related inquiries using in-depth knowledge of Cummins tools and systems.
• Process subscriptions, renewals, upgrades, and cancellations accurately and in a timely manner.
• Escalate critical or unresolved cases with thorough documentation and cross-functional coordination.
  

Operational Excellence & Team Support

• Lead by example as a Subject Matter Expert (SME) and provide guidance to junior analysts.
• Train and mentor new team members to improve service delivery, product knowledge, and quality assurance.
• Deliver and maintain internal knowledge base and technical documentation.
  

Cross-Functional Collaboration

• Collaborate with sales, billing, QA, and product teams to streamline support workflows and resolve systemic issues.
• Support internal teams in ensuring subscription compliance and regulatory adherence.
  

Performance Management & Process Improvement

• Monitor ticket queues and ensure SLA compliance and customer satisfaction benchmarks.
• Analyze support trends, identify inefficiencies, and contribute to continuous improvement initiatives.
• Prepare and present periodic reports on subscription management, support performance, and customer feedback.
  

Responsibilities

Core Competencies:

• Action Oriented – Displays energy and urgency in resolving challenges.
• Collaborates – Works effectively across teams to meet shared goals.
• Communicates Effectively – Adapts communication for different audiences.
• Customer Focus – Prioritizes customer needs and delivers quality solutions.
• Directs Work – Guides and supports team members toward success.
• Manages Complexity – Handles multifaceted problems with logical thinking.
• Manages Conflict – Navigates and resolves issues constructively.
• Values Differences – Embraces diverse perspectives to enhance decision-making.
  

Technical Competencies

• Service Capability, Capacity & Coverage – Understands customer expectations and ensures consistent service delivery.
• Service Documentation – Accurately records technical and customer data.
• Service Information Process – Organizes and delivers accurate product support content.
• Warranty Process – Applies warranty rules and documentation for issue resolution.
  

Education

Qualifications & Experience:

• High school diploma or equivalent is required.
• Bachelor’s degree in computer science, IT, Business Administration, or related field preferred.
  

Experience

• 8–10 years of experience in customer care, digital product support, or technical operations.
• 2–3 years in a team leadership, coordination, or supervisory role.
• Proven experience in subscription management, ticketing tools, and CRM systems (e.g., Salesforce).
  

Qualifications

Preferred Technical Skills:

• Proficiency with support tools like Genesys, Salesforce, or similar CRM/ticketing systems.
• Familiarity with customer call platforms and analytics/reporting tools.
• Strong knowledge of digital product lifecycles and support architecture.
• Excellent problem-solving, organizational, and leadership qualities.
  

Work Environment

• Rotational shifts in a 24x7 support model.
• High-performance, digitally enabled customer service team.
• Fast-paced, collaborative, and customer-focused setting.