Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary

The Analyst - Cummins CARE Operations provides multi-channel support (phone, email, chat) to end-users, distributors, and dealers, resolving routine issues and ensuring accurate documentation in Cummins systems. The role requires effective handling of customer queries, escalation of non-routine issues, and collaboration with internal teams to drive timely resolutions. In addition, the Analyst manages product support information systems, subscription operations, and contributes to service quality improvements through data analysis, process enhancements, and team mentoring.

Key Responsibilities

• Provide prompt customer assistance via phone, email, and chat in a 24x7 environment.
• Document all inquiries, equipment information, and resolutions in Cummins systems accurately.
• Resolve routine issues using Cummins processes, systems, and practices; escalate complex issues with proper documentation.
• Manage day-to-day operations for product support information systems (QSOL, Genesys, Salesforce, PGBU, Rapid Serve, Service Locator).
• Monitor support tickets, track KPIs/SLAs, and ensure service adherence.
• Coordinate with product development, QA, and cross-functional teams to resolve technical issues.
• Handle escalations and provide guidance for effective resolution.
• Assist in developing and implementing support policies, procedures, and best practices.
• Train and mentor support team members to enhance skills, knowledge, and efficiency.
• Analyze customer feedback and support trends to identify product and service improvement opportunities.
• Prepare regular performance, customer satisfaction, and operations reports.
• Collaborate with product teams to stay updated on new features, releases, and service updates.

• Action Oriented - Tackles challenges with urgency and enthusiasm.
• Customer Focus - Builds strong relationships and delivers customer-centric solutions.
• Communicates Effectively - Adapts communication to multiple modes and diverse audiences.
• Collaborates - Works effectively across teams and functions.
• Manages Conflict - Resolves issues constructively with minimal disruption.
• Nimble Learning - Learns quickly from both successes and failures.
• Values Differences - Embraces diverse perspectives and cultural strengths.
• Service Capability, Capacity & Coverage - Ensures service delivery meets Cummins standards.
• Service Documentation - Maintains complete, accurate, and compliant service records.
• Warranty Process - Evaluates, documents, and processes warranty claims in line with Cummins policies.

• Required:
• High school diploma or equivalent.
• May require licensing for compliance with export controls or sanctions regulations.
• Preferred:
• Bachelor's degree in mechanical/Automobile Engineering, Business Administration, Operations, or related field.

• Experience:
• Minimum 2+ years of experience in customer service, call center operations, or technical support.
• Prior experience in customer support within manufacturing, automotive, or service industries preferred.
• Technical Skills:
• Proficiency in CRM and ERP tools (e.g., Salesforce, Genesys, QSOL).
• Strong MS Excel and Power BI skills for reporting and analysis.
• Familiarity with analytics tools and customer support platforms.
• Soft Skills:
• Strong interpersonal, communication, and problem-solving skills.
• Ability to resolve conflicts and manage escalations effectively.
• Customer-first mindset with high attention to detail.
• Organizational and time management skills for high-volume operations.
• Adaptability to work in a fast-paced, dynamic, and rotational-shift environment.
• Leadership qualities for mentoring and guiding team members.

• Shifts: Rotational | 24x7 coverage | Night shifts (starting at 4 PM onwards).
• Work Mode: Hybrid (on-site and remote as per business requirements).
• Culture: Collaborative, customer-focused, and growth-oriented with opportunities to expand skills and take on leadership responsibilities.