Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary:

The Analyst - Cummins CARE Operations is responsible for delivering high-quality, multi-channel support to Cummins customers—including end-users, distributors, and dealers. Operating under limited supervision, this role ensures efficient resolution of routine technical and service-related issues, documentation of customer interactions, and escalation of non-standard concerns. The analyst also contributes to process enhancements that improve overall customer satisfaction and operational efficiency.

Key Responsibilities:

• Provide prompt and accurate support via chat, email, and phone across a broad range of Cummins products and platforms.
• Document and maintain customer inquiry records in internal systems per Cummins standards.
• Use knowledge of Cummins systems, tools, and processes to resolve customer queries efficiently.
• Escalate complex or unresolved cases with proper documentation and follow-up.
• Support and manage activities related to digital platforms like Guidanz, QSOL, Insite, Service Plus, Salesforce, etc.
• Monitor ticket queues and ensure adherence to service level agreements (SLAs).
• Collaborate with cross-functional teams including QA and product teams for resolution of technical/product issues.
• Generate performance reports and maintain service dashboards using analytics tools.
• Provide suggestions for enhancing support processes and tools based on user experience.
• Contribute to knowledge content, support documentation, and training material.
• May assist in onboarding and mentoring junior support team members.

• Action Oriented - Eager to take on new opportunities with urgency and drive.
• Collaborates - Works well with others to achieve team goals.
• Communicates Effectively - Uses a variety of communication methods to convey clear understanding.
• Customer Focus - Anticipates and meets customer needs through responsive service.
• Manages Conflict - Addresses disagreements or concerns constructively.
• Nimble Learning - Learns quickly and adapts in the face of change or new challenges.
• Values Differences - Embraces diverse perspectives and backgrounds.

• Service Capability, Capacity, and Coverage - Understands and applies service readiness frameworks to meet customer expectations.
• Service Documentation - Accurately documents customer/product interactions using required tools.
• Warranty Process - Interprets and applies warranty policies during claim resolution.
• Service Information Process - Supports the flow and clarity of technical/service information to stakeholders.

• Required: High school diploma or equivalent qualification.
• Preferred: Bachelor's degree in management, Business, Engineering, or a related field.
• This role may require licensing to comply with export control/sanctions regulations.

• Prior experience in customer service, technical support, or product operations preferred.
• Familiarity with Cummins digital tools and platforms is advantageous.
• Working knowledge of CRM tools, customer call platforms, and analytics software.
• Comfortable working in a high-volume, fast-paced, rotational environment.

• Knowledge of platforms such as Salesforce, QSOL, Insite, Service Plus, Guidanz.
• Strong written and verbal communication skills.
• Ability to interpret data and create performance dashboards (Power BI or similar).
• Familiarity with ticketing systems, SLAs, and customer escalation protocols.
• Strong interpersonal skills, with an ability to collaborate across teams and geographies.
• Leadership or team mentoring experience is a plus.

• Rotational Shifts: 24x7 operations support
• Primary Shift: Evening/Night (starting 4:00 PM IST onwards)
• Flexibility to work across time zones as needed.