Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary

This role provides Level 1 diagnostic support for Cummins Engine and PowerGen products through voice-based interactions. The analyst will assist customers, dealers, and distributors in identifying and resolving technical issues, ensuring high-quality service and accurate documentation. The position involves multi-channel support and contributes to continuous improvement of customer service processes.

Key Responsibilities Technical Support & Diagnostics

• Respond to customer queries via phone and email regarding engine and PowerGen diagnostics.
• Perform Level 1 troubleshooting using Cummins diagnostic manuals and search portals.
• Accurately capture and document customer issues and resolutions.
• Escalate complex cases to Level 2/3 teams with detailed notes.

• Deliver prompt and professional assistance across multiple channels (Chat/Email/Phone).
• Ensure technical accuracy and customer satisfaction in every interaction.
• Maintain logs using Salesforce, Genesys, and Cummins internal systems.

• Follow structured troubleshooting protocols and Cummins service practices.
• Create and verify customer, equipment, and technical information.
• File warranty claims with proper documentation and eligibility checks.

• Diploma or Bachelor's degree in Mechanical Engineering, Automotive Technology, or related field preferred.
• High school diploma or equivalent experience may be considered.
• 1-2 years of experience in engine diagnostics or technical support preferred.

• Action Oriented: Tackles challenges with urgency and enthusiasm.
• Collaborates: Works effectively with others to achieve shared goals.
• Communicates Effectively: Tailors communication to different audiences.
• Customer Focus: Builds strong relationships and delivers customer-centric solutions.
• Manages Conflict: Resolves issues constructively and calmly.
• Nimble Learning: Learns from both successes and failures.
• 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.

• Candidates must be willing to work night shifts and support 24x7 operations.