DESCRIPTION

The Analyst – Cummins CARE Operations provides expanded support to customers, including end-users, distributors, and dealers, through multiple communication channels under minimal supervision. The role is responsible for resolving customer inquiries, managing subscriptions operations for Cummins-owned digital products, ensuring prompt issue resolution, and driving continuous improvement in service delivery. The incumbent also serves as a subject matter expert, mentor, and trainer for new hires while contributing to customer satisfaction and operational excellence.

Key Responsibilities

• Provide prompt, high-quality assistance to customers through multiple communication channels (Chat, Email, Phone).

• Document customer inquiries, resolutions, and interactions accurately in relevant Cummins systems.

• Resolve both routine and non-routine customer issues by applying a deep understanding of Cummins processes, systems, and best practices.

• Manage subscription operations for Cummins-owned products, including issue handling and customer query management.

• Coordinate with Product Development, QA, and other cross-functional teams to resolve technical and operational issues promptly.

• Monitor support tickets, analyze support performance metrics, and ensure adherence to Service Level Agreements (SLAs).

• Support improvement initiatives aimed at enhancing customer experience, operational efficiency, and organizational goals.

• Generate and maintain knowledge base content and deliver training to new hires and peers.

• Handle escalations and provide direction and guidance to team members in managing complex issues.

• Assist in developing and implementing support policies, procedures, and best practices.

• Analyze customer feedback and service trends to identify opportunities for process and product improvement.

• Stay updated on new features, product releases, and system updates to ensure effective customer support.

• Lead or contribute to process improvement projects, ensuring alignment with business and customer needs.

RESPONSIBILITIES

Competencies

• Action Oriented: Takes on new challenges with urgency, energy, and enthusiasm.

• Collaborates: Builds strong partnerships and works effectively with others to achieve shared objectives.

• Communicates Effectively: Delivers clear, concise messages adapted to different audiences.

• Customer Focus: Builds strong relationships and delivers customer-centric solutions.

• Directs Work: Provides guidance, delegates effectively, and removes barriers to achieve results.

• Manages Complexity: Synthesizes large amounts of information to solve complex problems efficiently.

• Manages Conflict: Handles difficult situations constructively with minimal disruption.

• Values Differences: Leverages diverse perspectives to enhance decision-making and teamwork.

• Nimble Learning: Learns actively from experiences, adapting quickly to new challenges.

• Service Capability, Capacity and Coverage: Applies knowledge of service capacity and capability processes to ensure consistent service delivery and resolve channel development opportunities.

• Service Documentation: Accurately captures customer, equipment, and technical data within service management systems.

• Service Information Process: Organizes and manages product technical information using established processes and systems.

• Warranty Process: Applies Cummins warranty procedures to verify failure causes, determine coverage eligibility, and file accurate claims.

Education, Licenses, and Certifications

• Minimum Qualification: High school diploma or equivalent.

• Preferred Qualification: Bachelor’s degree in business administration, Marketing, Operations , or a related field.

• Licensing: This position may require licensing for compliance with export controls or sanctions regulations.

QUALIFICATIONS

Experience

• Overall Experience: 3–5 years of relevant experience in customer service, operations management, or a related field.

• Prior technical experience or exposure to digital product support preferred.

• Experience in managing subscriptions operations and coordinating across multiple teams.

• Proven ability to handle escalations, mentor peers, and contribute to process improvement initiatives.

Skills

• Proficient with subscription management software and CRM tools (e.g., Salesforce, Service Plus, Guidanz, QSOL, Insite).

• Familiarity with customer communication platforms such as Genesys and Omnichannel .

• Experience with analytics tools for tracking and improving performance.

• Strong interpersonal and communication skills with a customer-first mindset.

• Detail-oriented with strong problem-solving and analytical abilities.

• Ability to train and mentor support team members effectively.

• Comfortable working in rotational shifts (24x7) and supporting global operations.

Shift Details

• 24x7 Operations , primarily Night Shift starting at 4 PM onwards .

• Flexibility to support global time zones as required.

Preferred Skills: Familiarity customer call platforms (Genesys, Omnichannel, salesforce)

Familiarity with analytics tools

Strong interpersonal qualities.

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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.