Service Business Analyst
Cummins Turbo Technologies
DESCRIPTION
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.
Technical Field Service Support
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.
RESPONSIBILITIES
Competencies:
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.
Technical Competencies:
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.
Education, Licenses, and Certifications:
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
QUALIFICATIONS
Experience Requirements:
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
Skills Summary:
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
As Cummins continues to grow, you'll be provided with continuous learning opportunities, supportive benefits and a culture that values your wellbeing, safety and work-life balance. Here, you'll have the power to determine your future with innovative technology, a focus on sustainability and with a company positioned for long-term growth.