Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary:

The Analyst - Cummins CARE Operations provides routine, multi-channel support (phone, email, chat) to Cummins customers, including end-users, distributors, and dealers. The role is responsible for effectively resolving customer inquiries related to engine diagnostics and Cummins digital tools while maintaining high service quality and operational efficiency. Working under limited supervision, this position ensures smooth day-to-day operations by following defined processes and contributing to continuous improvement initiatives.

Key Responsibilities:

Customer Support & Operations:

• Deliver timely and accurate customer support using phone, email, and chat platforms.
• Responding to inquiries regarding engine diagnostics tools such as Guiding, Dealer Guiding, QSOL, Insite, and Salesforce.
• Document all customer interactions and inquiries using appropriate Cummins systems.
• Resolve routine support issues using a strong understanding of Cummins processes and products.
• Escalate complex/non-routine cases with complete documentation through defined processes.

• Collaborate with development, QA, and cross-functional teams to troubleshoot and resolve technical problems.
• Manage and monitor support tickets, ensuring SLA compliance and issue closure.
• Provide insights into customer feedback to inform product development and service improvement.

• Assist in developing and implementing standard operating procedures, best practices, and escalation workflows.
• Train and mentor team members to enhance technical knowledge and service delivery skills.
• Prepare periodic performance reports and support analytics to track KPIs and customer satisfaction.

• Action Oriented: Proactively handles challenges with urgency and energy.
• Customer Focus: Develops strong customer relationships and solutions.
• Communicates Effectively: Tailors messaging based on the audience and channel.
• Collaborates: Builds relationships and works effectively across teams.
• Manages Conflict: Resolves issues constructively while maintaining focus.
• Nimble Learning: Adapts quickly, learning from experience and experimentation.
• Values Differences: Encourages diverse perspectives and ideas.
• Service Capability, Capacity, and Coverage: Understands and supports service delivery excellence.
• Service Documentation: Ensures accurate technical and customer documentation.
• Warranty Process: Understands and applies Cummins warranty policies and claims processes.

• High school diploma or equivalent required.
• Bachelor's degree in mechanical or Automobile Engineering or a related field preferred.

• Minimum of 2 years of experience in customer service, technical support, or call center management.
• Experience with Cummins tools, engine diagnostics systems, and CRM platforms is preferred.

• Proficiency with support and analytics tools (e.g., Genesys, Microsoft Excel, Power BI).
• Familiarity with customer care platforms, CRM systems, and diagnostic applications.
• Strong written and verbal communication skills.
• Ability to analyze support data and implement operational improvements.
• Interpersonal skills and leadership ability in fast-paced, service-oriented environments.

• Support operations in a 24x7 shift environment (majority night shift).
• High-performing, collaborative, and digital service-oriented team.