Service Business Analyst

DESCRIPTION

Job Summary:

Hybrid Role

The Service Business Analyst acts as a technical and operational liaison supporting Cummins' service organization through complex data analysis, process optimization, and reporting. This role ensures fact-based decision-making across service functions while also supporting field diagnostics and high-level repair execution. The analyst will play a dual role: delivering insightful analytics to improve service operations Pan-India and supporting frontline service teams with expert-level technical understanding.

Key Responsibilities:

Business Analysis & Operations Support

• Collect, consolidate, and interpret data to support service processes, tools, and performance metrics.
• Analyze and document current business practices; identify process gaps and recommend improvements.
• Monitor key service KPIs, identify trends, and provide actionable insights to leadership.
• Prepare reports, dashboards, and evaluations that influence business decision-making.
• Act as a bridge between business users, technical teams, and third-party providers to resolve service issues and optimize performance.
• Support and track the execution of customer support functional projects, ensuring timely and quality delivery.
• Participate in system/process testing for new rollouts or enhancements.
• Serve as a liaison with both external providers and internal stakeholders for business support and issue resolution.
• Drive and enhance adherence to Service KPIs across Pan-India.
• Support the development of testing strategies and execution plans for new processes or system enhancements.
• Contribute to special projects, process improvements, and other business initiatives as assigned.

• Apply diagnostic tools and specialized procedures to address and resolve complex engine and product issues on customer sites.
• Perform and oversee preventive maintenance, complex repairs, and progressive damage checks.
• Escalate unresolved technical issues to specialists and collaborate on resolutions.
• Provide coaching to junior technicians and review repair plans, parts lists, and documentation.
• Identify service upselling or process improvement opportunities during customer interactions.
• Ensure compliance with HSE policies and maintain clean, operational work tools and vehicles.

• Communicates Effectively - Clearly and consistently communicates across multiple channels to varied audiences.
• Customer Focus - Prioritizes customer satisfaction through data-driven service improvements and proactive support.
• Manages Complexity - Navigates ambiguity and large data sets to solve multifaceted problems.
• Manages Conflict - Handles sensitive situations constructively, maintaining professionalism.
• Self-Development - Actively seeks growth and keeps up to date with tools, systems, and technologies.
• Develops Talent - Supports learning and development of team members and service partners.
• Values Differences - Fosters an inclusive environment by valuing diverse perspectives.
• Health and Safety Fundamentals - Promotes and practices safe behaviors, helping build a zero-incident culture.

• Diagnostics Application - Troubleshoots complex engine and service issues using advanced workflows and electronic tools.
• Electronic Service Tool Application - Utilizes tools such as INSITE and other Cummins software to diagnose and resolve technical issues.
• Engine Systems Interactions - Understands and analyzes how various engine systems interrelate to identify root causes.
• Product Repair and Maintenance - Performs advanced mechanical and electrical repairs to ensure quality outcomes.
• Service Documentation - Accurately records service information, using business systems to support warranty and historical records.
• Technical Escalation - Appropriately escalates unresolved issues while documenting root causes and actions for continuous improvement.

• Vocational diploma or technical degree in Engineering or a related field (required)
• Apprentice-trained engine technician (preferred)
• Valid driving license (mandatory)
• May require additional certifications for compliance with export control or local regulatory standards

• Significant experience in field service or service operations, preferably in engine or power systems
• Demonstrated ability in business analysis, performance reporting, and process improvement
• Expert-level knowledge of Cummins engine products and diagnostic procedures
• Prior experience in coaching, mentoring, or team leadership (preferred)
• Experience working with data visualization/reporting tools (e.g., Power BI, Excel, SQL) is advantageous
• Strong stakeholder management and cross-functional communication

• Service process analytics and KPI management
• Complex diagnostic troubleshooting
• Customer service and support operations
• Report generation and interpretation
• Data consolidation and project execution
• Preventive maintenance planning
• Team development and technical mentoring
• HSE compliance and audit readiness