DESCRIPTION

Job Summary:

This position provides routine support to customers, including end-users, distributors, and/or dealers, seeking information through various mediums, under limited supervision

Key Responsibilities:

Document customer inquiry information within appropriate Cummins systems Provide prompt assistance to customers through various media. Multi-Skill/Multi-channel support (Chat/Email/Phone) Resolves routine customer issues through a basic understanding of Cummins processes, systems and practices Escalate non-routine issues, providing documentation through process Understands new and existing Cummins processes, systems and practices Contributes ideas and suggestions on how the existing processes can be made more customer centric or efficient

RESPONSIBILITIES

Competencies:

Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Customer focus - Building strong customer relationships and delivering customer-centric solutions.

Manages conflict - Handling conflict situations effectively, with a minimum of noise.

Nimble learning - Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.

Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.

Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.

Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using Cummins published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.

Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

Education, Licenses, Certifications:

High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.

This position may require licensing for compliance with export controls or sanctions regulations.

Experience:

Requires previous relevant work experience; prior technical experience and/ or customer service experience is preferred.

QUALIFICATIONS

Key Responsibilities:

• Respond to customer queries via phone or email regarding engine and PowerGen diagnostics and performance issues.
• Perform Level 1 troubleshooting using diagnostic service manual and search portal of Cummins.
• Accurately capture customer queries and identify basic level troubleshooting.
• Escalate complex issues to Level 2/3 support teams with detailed documentation.
• Maintain logs of diagnostic sessions and resolutions while utilization key applications including Salesforce and Genesys along with Cummins’ in-house applications.
• Ensure high-quality customer service and technical accuracy in every interaction.

Shift Timings – This role demands for suitable candidate to manage 24*7 operations – Predominant night shift (4pm onwards)

Qualifications:

• Any graduation preferred - Diploma or Bachelor’s degree in Mechanical Engineering, Automotive Technology, or related field.
• 1–2 years of experience in engine diagnostics or technical support preferred.
• Strong verbal communication skills and fluency in English to be able to interact with NAM customers, dealers and distributors.
• Familiarity with automotive systems and basic diagnostic tools.
• Ability to follow structured troubleshooting protocols.

Preferred Skills:

• Experience in voice-based customer support or call center operations.
• Knowledge of OBD (On-Board Diagnostics) systems and fault codes.
• Basic understanding of engine components and common failure modes.
• Good listening skills and attention to detail.

Job Service

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

ReqID 2424331

Relocation Package No

100% On-Site No