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.
Want more jobs like this?
Get jobs in Pune, India delivered to your inbox every week.
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