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Analyst - Cummins CARE Operations

AT Cummins
Cummins

Analyst - Cummins CARE Operations

Pune, India

DESCRIPTION

Job Summary:

The Analyst - Cummins CARE Operations provides multi-channel support to customers (end-users, dealers, and distributors), ensuring timely resolution of inquiries through various digital tools and platforms. This role involves routine technical assistance, system documentation, and escalation of non-routine issues, contributing to operational excellence and customer satisfaction.

Key Responsibilities:

External (General Job Responsibilities):

  • Provide prompt, accurate assistance to customers via phone, email, and chat.
  • Support day-to-day operations of digital platforms such as Guidanz, QSOL, Insite, Service Plus, Salesforce.
  • Document and manage customer inquiries using appropriate Cummins systems.
  • Resolve routine customer concerns using Cummins processes, tools, and published documentation.
  • Escalate complex or non-standard issues with detailed documentation as required.
  • Contribute to enhancing customer experience by identifying opportunities to improve support processes.

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Internal (Team/Process Coordination Responsibilities):

  • Coordinate with product development, QA, and other cross-functional teams for technical issue resolution.
  • Monitor support tickets and service levels, ensuring SLA adherence.
  • Train and mentor support team members on tools, systems, and processes.
  • Handle escalations, provide guidance, and assist in refining support policies and procedures.
  • Prepare and analyze performance reports and customer satisfaction metrics.
  • Stay updated on new features/releases by collaborating with product teams.

RESPONSIBILITIES

Competencies:

  • Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
  • Action Oriented: Takes initiative and acts with a sense of urgency.
  • Communicates Effectively: Adapts communication style to different audiences and formats.
  • Collaborates: Works well across teams to achieve shared goals.
  • Manages Conflict: Resolves issues constructively while maintaining team cohesion.
  • Nimble Learning: Embraces learning through experimentation and continuous improvement.
  • Service Capability, Capacity & Coverage: Understands service readiness and ensures consistent support.
  • Service Documentation: Accurately records all service-related interactions in systems.
  • Warranty Process: Determines claim eligibility and manages warranty claims per company policy.
  • Values Differences: Welcomes diverse perspectives and promotes inclusivity.

Qualifications

Education, Licenses, Certifications:

  • High school diploma or certificate of completion of secondary education (or equivalent experience).
  • Compliance with export controls or sanctions regulations may require specific licensing.

Experience:

  • Prior experience in customer support or technical assistance preferred.
  • Experience managing digital tools/platforms and multi-channel communication is desirable.

QUALIFICATIONS

Preferred Skills:

  • Familiarity with customer service platforms (e.g., Salesforce, telephone/chat systems).
  • Working knowledge of analytics/reporting tools.
  • Strong interpersonal, analytical, and leadership capabilities.
  • Ability to work effectively in a rotational and night shift setup.

Work Environment:

  • Fast-paced, collaborative, and digitally driven.
  • Requires flexibility to work in rotating shifts, including night hours.

Job Service

Organization Cummins Inc.

Role Category Hybrid

Job Type Office

ReqID 2417060

Relocation Package No

Client-provided location(s): Pune, Maharashtra, India
Job ID: Cummins-R-FB775596468F4DC3ADAAB0DCF1B21682
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • FSA With Employer Contribution
    • Health Reimbursement Account
    • On-Site Gym
    • HSA With Employer Contribution
    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
  • Parental Benefits

    • Non-Birth Parent or Paternity Leave
    • Birth Parent or Maternity Leave
  • Work Flexibility

    • Flexible Work Hours
    • Remote Work Opportunities
  • Office Life and Perks

    • Company Outings
    • Casual Dress
  • Vacation and Time Off

    • Leave of Absence
    • Personal/Sick Days
    • Paid Holidays
  • Financial and Retirement

    • Relocation Assistance
    • Performance Bonus
    • Stock Purchase Program
    • Pension
    • 401(K) With Company Matching
  • Professional Development

    • Mentor Program
    • Shadowing Opportunities
    • Access to Online Courses
    • Lunch and Learns
    • Tuition Reimbursement