DESCRIPTION

Job Summary

Provide expanded technical support under minimal supervision to customers, including end-users, dealers, and distributors, seeking assistance for engine and Power Generation (PowerGen) products. The role focuses on first-level diagnostics, customer issue resolution, escalation management, and delivery of a high-quality, customer-centric support experience through multiple communication channels.

Key Responsibilities Customer Support & Escalation Management

• Manage customer escalations to ensure timely, accurate, and effective resolution of technical queries.
• Respond to customer inquiries via phone, email, chat, and other supported channels.
• Provide multi-skill, multi-channel customer support while maintaining high service quality standards.
• Accurately capture customer issues, service requests, and diagnostic details in Cummins systems.

Technical Diagnostics & Issue Resolution

• Perform Level 1 troubleshooting for engine and PowerGen diagnostic and performance issues using Cummins diagnostic service manuals, search portals, and tools.
• Identify basic failure modes and apply structured troubleshooting protocols.
• Escalate complex or unresolved issues to Level 2/3 support teams with complete and accurate documentation.
• Maintain detailed logs of diagnostic sessions, actions taken, and resolutions using systems such as Salesforce, Genesys, and Cummins in-house applications.

Process, Documentation & Knowledge Management

• Document customer inquiries, equipment details, and technical findings within appropriate Cummins service management systems.
• Generate, maintain, and leverage service documentation and knowledge content to support consistent issue resolution.
• Apply service documentation, service information, and warranty processes to ensure accurate records and compliance.
• Support warranty-related analysis by providing accurate diagnostic inputs and documentation as required.

Continuous Improvement & Collaboration

• Lead or participate in continuous improvement initiatives focused on process efficiency, service capability, and customer satisfaction.
• Collaborate with cross-functional teams to meet shared customer and organizational objectives.
• Support improvement projects aimed at enhancing customer experience and operational performance.
• Deliver training or knowledge sharing to new hires and peers as required; act as a Subject Matter Expert or team resource.

RESPONSIBILITIES

Qualifications

Education

• High school diploma or certificate of completion of secondary education or equivalent experience in compliance with applicable regulations.
• Diploma or Bachelor’s degree in Mechanical Engineering, Automotive Technology, or a related field is preferred.

Licenses / Certifications

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

Competencies

• Customer Focus: Builds strong customer relationships and delivers customer-centric technical solutions.
• Communicates Effectively: Demonstrates strong verbal and written communication skills; fluent in English to support NAM customers, dealers, and distributors.
• Action Oriented: Takes initiative and addresses challenges with urgency and energy.
• Collaborates: Works effectively with internal teams and support functions.
• Manages Complexity: Analyzes technical and operational information to resolve issues efficiently.
• Manages Conflict: Handles escalations and conflict situations professionally.
• Service Documentation: Accurately records customer, equipment, and diagnostic information using defined tools and systems.
• Service Information Process: Utilizes Cummins systems and resources to deliver accurate technical information.
• Service Capability, Capacity & Coverage: Applies service processes to meet customer expectations and service standards.
• Warranty Process Knowledge: Supports warranty analysis by providing accurate diagnostic inputs and documentation.
• Technical Knowledge: Familiarity with automotive systems, OBD fault codes, engine components, and common failure modes.
• Attention to Detail & Listening Skills: Ensures technical accuracy and customer satisfaction in every interaction.
• Values Differences: Recognizes and respects diverse perspectives and cultures.

QUALIFICATIONS

Experience

• Requires significant previous relevant work experience.
• 5 years of experience in engine diagnostics, technical support, or related service roles is preferred.
• Prior customer service or voice-based technical support experience is desirable.
• Experience supporting engine, PowerGen, or automotive products is an advantage.
• Willingness and ability to work in a 24x7 operational environment, predominantly night shifts.

Job Service

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

ReqID 2422976

Relocation Package No

100% On-Site No