Contact Center Representative - Level III

DESCRIPTION

Under minimal supervision, the Technical Support Specialist provides voice-based technical assistance to technicians across the North America region. This includes evaluating and processing warranty claims, supporting engine diagnostics, and ensuring compliance with Cummins warranty policies and regional standards. The role involves multi-channel communication (phone, email, chat) and requires strong technical knowledge, customer service skills, and attention to detail.

Key Responsibilities

• Provide real-time technical repair assistance to field technicians via voice and digital channels.
• Evaluate and process warranty claims for parts, labor, and services in accordance with Cummins Warranty Administration Manual (WAM).
• Communicate with dealerships and vendors to resolve discrepancies or request additional documentation.
• Ensure all claims and support activities comply with manufacturer guidelines and regional policies.
• Document customer interactions and technical information accurately in Cummins systems.
• Support continuous improvement initiatives to enhance customer experience and operational efficiency.
• Deliver training to new hires and contribute to knowledge base content as a Subject Matter Expert (SME).
• Escalate complex issues with appropriate documentation and follow-up.
• Maintain up-to-date knowledge of Cummins systems, processes, and service practices.

• Technical Knowledge:
• 2+ years of experience in engine diagnostics, claims analysis, repair assistance, and part support.
• Understanding of Cummins engine systems and warranty processes.
• Familiarity with service documentation and technical troubleshooting.
• Customer Service:
• Strong communication skills across phone, email, and chat.
• Ability to manage customer expectations and resolve issues efficiently.
• Core Competencies:
• Action Oriented - Tackles challenges with urgency and enthusiasm.
• Collaborates - Works effectively with internal and external stakeholders.
• Communicates Effectively - Tailors communication to audience needs.
• Customer Focus - Builds strong relationships and delivers customer-centric solutions.
• Manages Complexity - Analyzes and resolves multifaceted issues.
• Manages Conflict - Handles disagreements constructively.
• Directs Work - Delegates and removes obstacles to ensure task completion.
• Values Differences - Embraces diverse perspectives and cultures.
• Process Expertise:
• Service Capability & Coverage - Understands service network capabilities and customer expectations.
• Service Documentation - Accurately captures and verifies technical and customer data.
• Service Information Process - Organizes and delivers technical content effectively.
• Warranty Process - Analyzes failures, determines eligibility, and processes claims accurately.

• Total Experience: 3-4 years
• Relevant Experience: Minimum 2 years in automotive/engine diagnostics, warranty management, or technical support
• Preferred Background: Prior experience in a voice-based technical support or customer service role