Sr. Analyst - Cummins CARE Operations
Cummins Turbo Technologies
DESCRIPTION
The Sr. Analyst – Cummins CARE Operations provides expanded support to customers, including end-users, distributors, and dealers, by delivering timely, accurate, and customer-focused assistance across multiple communication channels. Working with minimal supervision, this role resolves non-routine and complex customer issues, supports continuous improvement initiatives, and serves as a subject matter expert while contributing to training, knowledge management, and overall service excellence.
Key Responsibilities
Document customer inquiries accurately within appropriate Cummins systems.
Provide prompt, professional assistance to customers through multiple channels, including phone, email, and chat.
Deliver multi-skill, multi-channel support to resolve both routine and non-routine customer issues.
Apply strong understanding of Cummins processes, systems, and practices to identify root causes and deliver effective solutions.
Escalate complex or non-standard issues with clear and complete documentation in line with defined processes.
Maintain working knowledge of new and existing Cummins processes, systems, and practices.
Generate, maintain, and continuously improve knowledge content and service documentation.
Support and lead improvement initiatives aimed at enhancing customer experience and achieving organizational goals.
Deliver training, mentor new hires, and provide ongoing guidance to team members; act as a Subject Matter Expert or Team Lead as required.
RESPONSIBILITIES
Competencies
Action Oriented: Demonstrates urgency, energy, and enthusiasm in taking on new challenges.
Collaborates: Builds strong partnerships and works effectively with cross-functional teams.
Communicates Effectively: Conveys information clearly and adapts communication to diverse audiences.
Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
Directs Work: Provides guidance, delegates tasks appropriately, and removes obstacles to achieve results.
Manages Complexity: Analyzes complex, high-volume information to solve problems effectively.
Manages Conflict: Handles conflict situations constructively and professionally.
Values Differences: Respects and leverages diverse perspectives and cultures.
Service Capability, Capacity, and Coverage: Applies service capability processes to meet customer expectations and improve service network performance.
Service Documentation: Creates, verifies, and documents accurate customer, equipment, and technical information in service management systems.
Service Information Process: Organizes and delivers technical service information using established tools, systems, and processes to prevent delays.
Warranty Process: Evaluates warranty eligibility, identifies covered repairs, and submits accurate claims using proper documentation.
Education, Licenses, and Certifications
High school diploma or certificate of completion of secondary education or equivalent experience, as permitted by applicable regulations.
This position may require licensing or authorization to comply with export control or sanctions regulations.
Experience
Significant prior relevant work experience required.
Prior technical support and/or customer service experience is preferred.
QUALIFICATIONS
Skills and Experience Needed
Customer-centric mindset with a strong focus on quality, accuracy, and satisfaction.
Strategic thinking and ability to manage complex service operations.
Knowledge of industry best practices in customer care and service operations.
Strong organizational, prioritization, and time-management skills.
Ability to adapt and perform effectively in a fast-paced, dynamic, and 24x7 operational environment.
Shift Details
- Willingness to work in a 24x7 rotational shift environment, primarily supporting night shifts starting from 4:00 PM onwards.
100% On-Site No
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.