Sr. Specialist - Cummins CARE Operations (Supervisor)

The Sr. Specialist - Cummins CARE Operations (Supervisor) is responsible for supporting and supervising customer support operations by providing performance analysis, operational insights, and technical support coordination for Cummins Engine & PowerGen products. This role leads a team of customer support professionals, manages escalations, monitors operational metrics, and drives continuous improvement initiatives to enhance customer satisfaction and operational efficiency across multiple communication channels including phone, email, and chat. The position requires strong analytical, leadership, communication, and problem-solving capabilities, along with the ability to collaborate effectively with cross-functional teams in a fast-paced, rotational 24x7 operations environment.

Key Responsibilities

• Lead and supervise a team of 8-10 customer support professionals managing Engine & PowerGen diagnostic and repair instruction operations.
• Provide operational data, performance analysis, and reporting for Customer Support Supervisors and Managers.
• Monitor Automatic Call Distribution (ACD) systems and prepare reports related to customer support activities, staffing, call volumes, and service performance.
• Manage customer escalations and support Cummins customers, dealers, and technicians through phone, email, and chat channels.
• Develop and enhance technical understanding of OBD systems, DMS tools, Engine ECM calibration, and exhaust emission norms and policies.
• Coordinate with product development, quality, and cross-functional teams to resolve technical and operational issues efficiently.
• Monitor support tickets, service metrics, SLAs, and turnaround times to ensure operational excellence.
• Assist in developing and implementing support processes, policies, and best practices aligned with customer expectations and business objectives.
• Analyze customer feedback, operational trends, and service capability metrics to identify improvement opportunities.
• Lead or participate in continuous improvement initiatives focused on process optimization and customer satisfaction.
• Train, mentor, and develop team members to enhance technical knowledge, service delivery, and overall team performance.
• Prepare regular operational and customer satisfaction reports for leadership review.
• Collaborate with internal stakeholders to stay updated on new product features, releases, and service requirements.
• Adapt to rotational shifts and support 24x7 operations, primarily during night shifts.

• Strong leadership and team management capabilities.
• Excellent verbal and written communication skills.
• Strong customer focus and relationship management skills.
• Effective problem-solving and analytical abilities.
• Ability to manage complexity and handle conflict professionally.
• Strong collaboration and cross-functional coordination skills.
• Adaptability to changing business and customer requirements.
• Knowledge of continuous improvement methodologies and process optimization.
• Ability to monitor and analyze operational performance metrics.
• Strong interpersonal and mentoring skills.
• Detail-oriented with strong organizational skills.

• Familiarity with customer support platforms such as Genesys, Omnichannel, and Salesforce.
• Exposure to analytics and reporting tools.
• Understanding of automotive systems, engine diagnostics, and repair techniques.
• Knowledge of OBD systems, DMS tools, ECM calibration, and emission norms.
• Lean Six Sigma Green Belt certification or higher preferred.

• Minimum 7-8 years of overall professional experience.
• 3-5 years of experience in customer service, operations management, technical support, or related supervisory roles.
• Proven experience leading and mentoring teams in a customer support or operations environment.
• Experience managing escalations, operational metrics, and customer satisfaction initiatives preferred.

• Location: Pune
• Shift: Rotational 24x7 operations, primarily night shift (4:00 PM onwards).

• Bachelor's degree in Mechanical Engineering, Automotive Engineering, or a related discipline preferred.
• Master's degree (MBA or equivalent in Operations or related field) preferred.
• College, university, or equivalent degree in a relevant discipline or equivalent work experience required.
• This position may require licensing for compliance with export controls or sanctions regulations.