Sr. Analyst - Cummins CARE Operations

DESCRIPTION

Job Summary

Provide expanded customer support under minimal supervision to end-users, distributors, and dealers seeking information and assistance for Cummins digital products through multiple communication channels. The role focuses on resolving non-routine technical and service issues, ensuring adherence to service level agreements (SLAs), and delivering a high-quality, customer-centric support experience.

Key Responsibilities Customer Support & Issue Resolution

• Handle customer calls, emails, chats, and support tickets for digital product support.
• Provide prompt and accurate assistance through multi-channel support (Chat/Email/Phone).
• Document customer inquiries, interactions, and resolutions in appropriate Cummins systems.
• Resolve non-routine customer issues by applying knowledge of Cummins processes, systems, and practices.
• Handle customer escalations and provide clear guidance to customers.
• Escalate complex issues with proper documentation through defined processes.

• Coordinate with customers, product development, QA, and cross-functional teams to resolve technical issues within defined timelines.
• Collaborate closely with product teams to stay current on new features, releases, and system enhancements.
• Build effective partnerships with internal teams to meet shared service and customer objectives.

• Track support tickets, monitor performance metrics, and ensure compliance with SLAs.
• Apply service capability, capacity, and coverage principles to meet customer expectations and business priorities.
• Analyze service metrics to identify improvement opportunities within the service network.

• Generate, maintain, and verify service and technical documentation within service management systems.
• Support improvement projects aimed at enhancing customer experience and achieving organizational goals.
• Deliver training to new hires and support teams as required.
• Act as a Subject Matter Expert (SME) or Team Leader for assigned products or processes.
• Follow service documentation, service information, and warranty processes to ensure accurate records and compliance.

• Graduation or higher

• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
• Communicates Effectively: Conveys information clearly across multiple channels and audiences.
• Collaborates: Works effectively with cross-functional teams to achieve shared goals.
• Action Oriented: Demonstrates urgency, energy, and initiative in addressing challenges.
• Manages Complexity: Analyzes complex and sometimes contradictory information to solve problems.
• Manages Conflict: Handles conflict situations professionally and effectively.
• Directs Work: Provides guidance, removes obstacles, and supports team effectiveness when required.
• Service Documentation: Accurately captures customer, equipment, and technical data using defined tools and systems.
• Service Information Process: Organizes and delivers technical information using established resources and processes.
• Warranty Process Knowledge: Analyzes issues, determines warranty eligibility, and processes claims using correct documentation.
• Values Differences: Recognizes and respects diverse perspectives and cultures.

• Requires significant previous relevant work experience.
• Prior technical support and/or customer service experience is preferred.
• Experience supporting digital products, technical platforms, or service operations is desirable.
• Willingness and ability to work in a 24x7 rotational shift environment, primarily night shifts.