Digital Product Support Specialist

We are looking for a talented Remote-Digital Product Support-Technical Service Support Specialist to join our team specializing for our Cummins Care Unit in one of these states: AK,AL,AR,AZ,CA,CO,CT,DC,DE,FL,GA,HI,IA,ID,IL,IN,KS,KY,LA,MA,MD,ME,MI,MN,MO,MS,MT,NC,ND,NE,NH,NJ,NM,NV,NY,OH,OK,OR,PA,RI,SC,SD,TN,TX,UT,VA,VT,WA,WV,WI,WY

Job Summary:

Provide technical support for less complex service related issues.

In this role, you will make an impact in the following ways:

• Technical issue resolution - Deliver fast, accurate diagnostic support
• Clear documentation - Document diagnostic steps and repair actions clearly and concisely to strengthen data accuracy and future troubleshooting.
• Escalation management - Manage the escalation of complex cases to the appropriate support level, ensuring timely resolution and customer confidence.
• Process improvement - Support enhancements to diagnostic workflows and escalation processes that improve speed, accuracy, and service consistency.
• Product expertise - Maintain strong technical knowledge of current and new Cummins products to provide reliable, informed support.
• Customer experience impact - Strengthen the customer experience by providing clear guidance, reducing downtime, and ensuring high-quality support across all channels.

• Collaborative partnerships - Build strong working relationships across branches, external partners, and global stakeholders.
• Effective communication - Deliver clear, audience-specific communication that translates technical findings into actionable guidance for customers, peers, and escalation teams.
• Customer-centric mindset - Understand customer needs deeply, respond with urgency, and provide solutions that build trust and long-term loyalty.
• Complexity management - Make sense of high-volume, sometimes contradictory technical data to identify root causes and recommend the right repair path.
• Nimble learning - Learn quickly through hands-on troubleshooting, new product exposure, and feedback loops; adapt your approach as products and tools evolve.
• Resourcefulness - Use available tools, data, documentation, and expert networks efficiently to resolve issues without unnecessary delays.
• Technical diagnostics mastery - Apply diagnostic workflows, electronic tools, and software to isolate failures, validate repairs, and document results with precision.
• Service network awareness - Understand service capability, capacity, and coverage to support consistent service delivery and identify opportunities to strengthen the channel.
• Documentation excellence - Capture accurate, complete, and compliant information in service systems to support warranty, traceability, and future troubleshooting.
• Escalation judgment - Know when to escalate, what information to provide, and how to ensure seamless handoff for timely resolution.
• Technical tool proficiency - Use the right electronic service tools, interpret results correctly, and apply them to guide next steps in the repair process.
• Respect for differences -Leverage diverse perspectives and working styles to improve problem-solving, team cohesion, and customer outcomes. Education, Licenses, Certifications: College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required. This position may require licensing for compliance with export controls or sanctions regulations. Experience: Intermediate level of relevant work experience required. Prior experience in a technical role is preferred.

• Investigate and resolve escalated digital product incidents and service requests
• Perform detailed root cause analysis for complex stakeholder and system issues
• Partner with product owners to coordinate issue resolution
• Monitor product performance and identify trends, risks, and opportunities for improvement
• Document findings, troubleshooting steps, and known solutions to support organizational knowledge sharing.
• Provide subject matter expertise and guidance to frontline support teams
• Support incident management activities and contribute to service restoration efforts during critical events