DESCRIPTION

Job Summary

The Sr. Analyst – Cummins CARE Operations provides expanded support to customers, including end-users, distributors, and dealers, by delivering timely, accurate, and customer-focused assistance across multiple communication channels. Working with minimal supervision, this role resolves non-routine and complex customer issues, supports continuous improvement initiatives, and serves as a subject matter expert while contributing to training, knowledge management, and overall service excellence.

Key Responsibilities

• Document customer inquiries accurately within appropriate Cummins systems.
• Provide prompt, professional assistance to customers through multiple channels, including phone, email, and chat.
• Deliver multi-skill, multi-channel support to resolve both routine and non-routine customer issues.
• Apply strong understanding of Cummins processes, systems, and practices to identify root causes and deliver effective solutions.
• Escalate complex or non-standard issues with clear and complete documentation in line with defined processes.
• Maintain working knowledge of new and existing Cummins processes, systems, and practices.
• Generate, maintain, and continuously improve knowledge content and service documentation.
• Support and lead improvement initiatives aimed at enhancing customer experience and achieving organizational goals.
• Deliver training, mentor new hires, and provide ongoing guidance to team members; act as a Subject Matter Expert or Team Lead as required.

RESPONSIBILITIES

Competencies

• Action Oriented: Demonstrates urgency, energy, and enthusiasm in taking on new challenges.
• Collaborates: Builds strong partnerships and works effectively with cross-functional teams.
• Communicates Effectively: Conveys information clearly and adapts communication to diverse audiences.
• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
• Directs Work: Provides guidance, delegates tasks appropriately, and removes obstacles to achieve results.
• Manages Complexity: Analyzes complex, high-volume information to solve problems effectively.
• Manages Conflict: Handles conflict situations constructively and professionally.
• Values Differences: Respects and leverages diverse perspectives and cultures.
• Service Capability, Capacity, and Coverage: Applies service capability processes to meet customer expectations and improve service network performance.
• Service Documentation: Creates, verifies, and documents accurate customer, equipment, and technical information in service management systems.
• Service Information Process: Organizes and delivers technical service information using established tools, systems, and processes to prevent delays.
• Warranty Process: Evaluates warranty eligibility, identifies covered repairs, and submits accurate claims using proper documentation.

Education, Licenses, and Certifications

• High school diploma or certificate of completion of secondary education or equivalent experience, as permitted by applicable regulations.
• This position may require licensing or authorization to comply with export control or sanctions regulations.

Experience

• Significant prior relevant work experience required.
• Prior technical support and/or customer service experience is preferred.

QUALIFICATIONS

Skills and Experience Needed

• Customer-centric mindset with a strong focus on quality, accuracy, and satisfaction.
• Strategic thinking and ability to manage complex service operations.
• Knowledge of industry best practices in customer care and service operations.
• Strong organizational, prioritization, and time-management skills.
• Ability to adapt and perform effectively in a fast-paced, dynamic, and 24x7 operational environment.

Shift Details

• Willingness to work in a 24x7 rotational shift environment, primarily supporting night shifts starting from 4:00 PM onwards.

Job Service

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

ReqID 2423176

Relocation Package Yes

100% On-Site No