Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary

This position provides routine technical and customer support to end-users, distributors, and dealers via phone, email, and chat. The role involves Level 1 troubleshooting for Cummins engines and PowerGen systems, accurate documentation of customer issues, and escalation of complex cases under limited supervision.

Key Responsibilities

• Respond promptly to customer queries through phone, email, and chat regarding engine and PowerGen diagnostics.
• Perform Level 1 troubleshooting using Cummins diagnostic manuals and search portals.
• Document customer inquiries and resolutions in Cummins systems accurately.
• Escalate non-routine or complex issues to Level 2/3 teams with detailed notes.
• Provide multi-channel support (Chat/Email/Phone) and ensure customer satisfaction.
• Understand and apply Cummins processes, systems, and practices for service capability and warranty processes.
• Contribute ideas for improving customer-centric processes and operational efficiency.

• Education: High school diploma or equivalent; technical certifications preferred.
• Licenses/Compliance: May require licensing for export controls or sanctions regulations.

• Action Oriented: Tackles challenges with urgency and enthusiasm.
• Customer Focus: Builds strong relationships and delivers customer-centric solutions.
• Communicates Effectively: Adapts communication for different audiences.
• Collaborates: Works well with others to achieve shared objectives.
• Nimble Learning: Learns actively through experimentation and feedback.
• Manages Conflict: Handles conflict situations effectively.
• Values Differences: Appreciates diverse perspectives and cultures.

• Strong verbal communication and fluency in English (especially for North American customers).
• Familiarity with automotive systems and basic diagnostic tools.
• Ability to follow structured troubleshooting protocols.
• Good listening skills and attention to detail.

• Experience in voice-based customer support or call center operations.
• Knowledge of OBD systems and fault codes.
• Basic understanding of engine components and common failure modes.

• Previous relevant work experience required; prior technical or customer service experience preferred.