Analyst - Cummins CARE Operations
Job Summary:
This position provides routine support to customers, including end-users, distributors, and/or dealers, seeking information through various mediums, under limited supervision
Key Responsibilities:
Document customer inquiry information within appropriate Cummins systems Provide prompt assistance to customers through various media. Multi-Skill/Multi-channel support (Chat/Email/Phone) Resolves routine customer issues through a basic understanding of Cummins processes, systems and practices Escalate non-routine issues, providing documentation through process Understands new and existing Cummins processes, systems and practices Contributes ideas and suggestions on how the existing processes can be made more customer centric or efficient Competencies:
Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
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Customer focus - Building strong customer relationships and delivering customer-centric solutions.
Manages conflict - Handling conflict situations effectively, with a minimum of noise.
Nimble learning - Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.
Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.
Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.
Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using Cummins published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.
Values differences - Recognizing the value that different perspectives and cultures bring to an organization.
Education, Licenses, Certifications:
High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
This position may require licensing for compliance with export controls or sanctions regulations.
Experience:
Requires previous relevant work experience; prior technical experience and/ or customer service experience is preferred.
This Requisition is initiated for Reshama Khuraswar (AR99F)
Location: Pune, MH, 411045
Shift: Shift: 24x7 Operations (Primarily Night Shift starting 4pm onwards)
Job Summary: Manage Level 1 Warranty Operations for the Cummins owned products through phone and chat communication channels.
This role involves handling voice-based diagnostic support for automotive engines, assisting dealers and distributors in identifying and resolving Engines related issues through voice interactions.
Respond to customer queries via phone or chats regarding engine warranty and performance issues.
Escalate complex issues to Level 2/3 support teams with detailed documentation.
Ensure high-quality customer service and technical accuracy in every interaction.
Collaborate with the team to stay updated on new features and releases.
Qualifications: Any graduation preferred - Diploma or Bachelor's degree in Mechanical Engineering, Automotive Technology, or related field.
Overall, a minimum of 1-2 years of work experience (Experience in customer service, operations management or related roles)
Familiarity with automotive systems and basic diagnostic tools.
Strong communication and interpersonal skills.
Detail-oriented with strong problem-solving skills.
Proficient with subscription management software and CRM tools.
Preferred Skills: Experience in voice-based customer support or call centre operations.
Basic understanding of engine components and common failure modes.
Active listening skills and attention to detail.
Job Service
Organization Cummins Inc.
Role Category On-site with Flexibility
Job Type Office
ReqID 2429978
Relocation Package No
100% On-Site No
Perks and Benefits
Health and Wellness
- FSA With Employer Contribution
- Health Reimbursement Account
- On-Site Gym
- HSA With Employer Contribution
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
Parental Benefits
- Non-Birth Parent or Paternity Leave
- Birth Parent or Maternity Leave
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
Office Life and Perks
- Company Outings
- Casual Dress
Vacation and Time Off
- Leave of Absence
- Personal/Sick Days
- Paid Holidays
Financial and Retirement
- Relocation Assistance
- Performance Bonus
- Stock Purchase Program
- Pension
- 401(K) With Company Matching
Professional Development
- Mentor Program
- Shadowing Opportunities
- Access to Online Courses
- Lunch and Learns
- Tuition Reimbursement
Diversity and Inclusion