Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary

Provides routine customer support to end-users, distributors, and dealers through multiple communication channels under limited supervision. This role focuses on delivering prompt, accurate assistance, performing basic technical troubleshooting, documenting customer interactions, and escalating complex issues while continuously improving customer-centric processes.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat regarding engine and PowerGen diagnostics and performance issues.
• Document customer inquiry information accurately within appropriate Cummins systems.
• Provide multi-channel customer support (chat/email/phone) ensuring timely and high-quality responses.
• Perform Level 1 troubleshooting using diagnostic manuals, search portals, and standard procedures.
• Resolve routine customer issues using knowledge of Cummins processes, systems, and practices.
• Escalate non-routine or complex issues to Level 2/3 support teams with complete documentation.
• Maintain detailed logs of diagnostic sessions, cases, and resolutions using tools such as Salesforce, Genesys, and Cummins in-house applications.
• Analyze service capability metrics and support service coverage improvements within the network.
• Support warranty-related activities by verifying failure causes and ensuring proper documentation where applicable.
• Contribute ideas to improve process efficiency and customer experience.
• Ensure adherence to quality, compliance, and customer service standards.
• Support 24×7 operations as required (predominantly night shift from 4 PM onwards).

RESPONSIBILITIES

Competencies

• Action Oriented
• Collaborates
• Communicates Effectively
• Customer Focus
• Manages Conflict
• Nimble Learning
• Service Capability, Capacity and Coverage
• Service Documentation
• Warranty Process
• Values Differences

Qualifications (Education, Licenses, Certifications)

• High school diploma or certificate of completion of secondary education required.
• Any graduation preferred.
• Diploma or Bachelor’s degree in Mechanical Engineering, Automotive Technology, or related field preferred.
• May require licensing for compliance with export controls or sanctions regulations.

QUALIFICATIONS

Skills and Experience

Required Experience

• Previous relevant work experience required.
• Prior technical support and/or customer service experience preferred.
• Experience in engine diagnostics or technical support (typically 1–2 years preferred).

Technical Skills

• Basic understanding of automotive/engine systems and common failure modes.
• Familiarity with diagnostic tools and troubleshooting protocols.
• Knowledge of OBD (On-Board Diagnostics) systems and fault codes (preferred).
• Ability to use CRM and support tools (e.g., Salesforce, Genesys).
• Strong documentation and data capture skills.

Behavioral & Functional Skills

• Strong verbal and written communication skills in English (ability to support NAM customers).
• Good listening skills and attention to detail.
• Ability to follow structured troubleshooting workflows.
• Strong customer service orientation.
• Ability to work effectively in a 24×7 shift environment.
• Eagerness to learn and continuously improve technical capability.

Job Service

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Office

ReqID 2425656

Relocation Package Yes

100% On-Site No