Analyst - Cummins CARE Operations
Cummins Turbo Technologies
DESCRIPTION
This role provides Level 1 diagnostic support for Cummins Engine and PowerGen products through voice-based interactions. The analyst will assist customers, dealers, and distributors in identifying and resolving technical issues, ensuring high-quality service and accurate documentation. The position involves multi-channel support and contributes to continuous improvement of customer service processes.
Key Responsibilities Technical Support & Diagnostics
Respond to customer queries via phone and email regarding engine and PowerGen diagnostics.
Perform Level 1 troubleshooting using Cummins diagnostic manuals and search portals.
Accurately capture and document customer issues and resolutions.
Escalate complex cases to Level 2/3 teams with detailed notes.
Customer Service & Communication
Deliver prompt and professional assistance across multiple channels (Chat/Email/Phone).
Ensure technical accuracy and customer satisfaction in every interaction.
Maintain logs using Salesforce, Genesys, and Cummins internal systems.
Process & Documentation
Follow structured troubleshooting protocols and Cummins service practices.
Create and verify customer, equipment, and technical information.
File warranty claims with proper documentation and eligibility checks.
RESPONSIBILITIES
Qualifications
Diploma or Bachelor’s degree in Mechanical Engineering, Automotive Technology, or related field preferred.
High school diploma or equivalent experience may be considered.
1–2 years of experience in engine diagnostics or technical support preferred.
Core Competencies
Action Oriented: Tackles challenges with urgency and enthusiasm.
Collaborates: Works effectively with others to achieve shared goals.
Communicates Effectively: Tailors communication to different audiences.
Customer Focus: Builds strong relationships and delivers customer-centric solutions.
Manages Conflict: Resolves issues constructively and calmly.
Nimble Learning: Learns from both successes and failures.
Values Differences: Appreciates diverse perspectives and cultures.
QUALIFICATIONS
Skills & Experience
Essential Skills
Strong verbal communication and fluency in English (especially for North American customers).
Familiarity with automotive systems and basic diagnostic tools.
Ability to follow structured troubleshooting protocols.
Good listening skills and attention to detail.
Preferred Skills
Experience in voice-based customer support or call center operations.
Knowledge of OBD systems and fault codes.
Basic understanding of engine components and common failure modes.
Additional Information
- Candidates must be willing to work night shifts and support 24x7 operations.
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.