Analyst- Cummins Care Operations

DESCRIPTION

This role provides end-to-end support for technical service events, including customer communication, work order processing, scheduling, and invoicing. The coordinator works closely with service teams and global stakeholders to ensure timely and accurate execution of service operations. The position requires strong problem-solving skills, comfort with IT systems, and the ability to work independently during night shifts.

Key Responsibilities

• Assess customer needs, gather information, and open work orders.
• Provide quotes, develop claims, prepare repair plans, and schedule service work.
• Communicate repair status updates to customers and coordinate with service teams.
• Support Cummins North America Sales and Services in executing service events.
• Document customer inquiries and service details in Cummins systems.
• Provide multi-channel support (chat, email, phone) and resolve routine issues.
• Escalate non-routine issues with proper documentation.
• Collaborate with Service Supervisors to align job assignments and repair plans.
• Contribute ideas to improve customer-centric processes and service efficiency.

• High school diploma or equivalent; additional technical or customer service training preferred.
• Licensing may be required for compliance with export controls or sanctions regulations.

• Action Oriented - Tackles challenges with urgency and enthusiasm.
• Collaborates - Builds partnerships to meet shared objectives.
• Communicates Effectively - Adapts communication to audience needs.
• Customer Focus - Delivers customer-centric solutions.
• Manages Conflict - Resolves issues with minimal disruption.
• Nimble Learning - Learns quickly through experimentation.
• Service Capability, Capacity & Coverage - Ensures consistent service delivery.
• Service Documentation - Maintains accurate records of service events.
• Warranty Process - Manages claims and eligibility documentation.
• Values Differences - Embraces diverse perspectives and cultures.

• Prior experience in technical service coordination or customer support.
• Ability to work independently during night shifts.
• Strong written and verbal communication skills.
• Comfort working with multiple IT systems and tools.
• Problem-solving mindset and attention to detail.

• Experience with Excel and Power BI for reporting and analysis.
• Familiarity with service documentation and warranty claim processes.