DESCRIPTION

Job Summary

Provides expanded customer support to end-users, distributors, and dealers through various communication channels under minimal supervision. Delivers Level 1 diagnostic assistance for engine and PowerGen products, documents customer interactions, and escalates complex cases while ensuring a high-quality customer experience.

Key Responsibilities Technical Support & Troubleshooting

• Respond to customer queries via phone, email, or chat regarding engine and PowerGen diagnostics and performance issues .
• Perform Level 1 troubleshooting using Cummins diagnostic service manuals, search portals, and established protocols.
• Accurately capture and document customer issues, identify possible causes, and determine appropriate initial troubleshooting steps.
• Escalate complex technical cases to Level 2/Level 3 support teams with complete and detailed documentation.

Customer Interaction & Case Management

• Provide prompt, clear, and courteous assistance to customers across multiple communication channels (Chat/Email/Phone).
• Maintain detailed logs of diagnostic sessions, resolutions, and customer interactions using Salesforce, Genesys, and Cummins internal systems.
• Ensure technical accuracy, service quality, and customer satisfaction across all touchpoints.

Process & System Support

• Document every customer inquiry within appropriate Cummins systems following defined standards.
• Understand and apply Cummins processes, systems, and practices for accurate case resolution and updates.
• Participate in training delivery for new hires, share process knowledge, and contribute to knowledge base content.

Continuous Improvement & SME Support

• Support improvement initiatives aimed at enhancing customer experience, operational efficiency, and diagnostic accuracy.
• Serve as a Subject Matter Expert (SME) or team lead when assigned by assisting peers, providing guidance, and clarifying technical processes.
• Contribute to developing service documentation, identifying emerging issues, and improving service information delivery.

Work Schedule

• This role requires supporting 24x7 operations , primarily night shift (4 PM onwards) based on business needs.

RESPONSIBILITIES

Qualifications

• Education:
• High school diploma or completion of secondary education required.
• Preferred: Diploma or Bachelor's degree in Mechanical Engineering, Automotive Technology, or a related field.
• Licenses/Certifications:
• May require licensing aligned with export controls or sanctions regulations.

Core Cummins Competencies

• Action Oriented: Handles new challenges with urgency and enthusiasm.
• Collaborates: Builds partnerships and works effectively with cross-functional teams.
• Communicates Effectively: Delivers clear, audience-appropriate communication.
• Customer Focus: Maintains strong customer relationships and delivers customer-centric solutions.
• Directs Work: Provides guidance and removes barriers to task completion.
• Manages Complexity: Analyzes complex information and resolves issues efficiently.
• Manages Conflict: Handles conflict effectively with professionalism.
• Values Differences: Appreciates and leverages diverse perspectives and cultures.

Service & Technical Competencies

• Service Capability, Capacity & Coverage: Understands customer expectations and service network readiness; uses capability metrics to identify improvement opportunities.
• Service Documentation: Creates and verifies customer, equipment, and technical information within service systems.
• Service Information Process: Utilizes systems, tools, and resources to deliver accurate technical information and resolve emerging service issues.
• Warranty Process: Verifies root cause of failure using service information and processes warranty claims accurately.

QUALIFICATIONS

Experience

• Required:
• Significant previous relevant work experience in customer service and/or technical support.
• Preferred:
• 1–2 years of experience in engine diagnostics, automotive systems, or technical support.
• Experience in voice-based customer support or call center operations.
• Familiarity with OBD systems, fault codes, and basic engine components.

Preferred Skills

• Strong verbal communication and English fluency, especially for interacting with NAM customers, dealers, and distributors.
• Ability to follow structured troubleshooting protocols.
• Good listening skills and strong attention to detail.
• Understanding of automotive/engine failure modes and diagnostic tools.

Job Service

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

ReqID 2422671

Relocation Package No

100% On-Site No