Analyst - Cummins CARE Operations

DESCRIPTION

The Analyst – Cummins CARE Operations provides routine support to customers, including end-users, distributors, and dealers, across multiple communication channels such as chat, email, and phone. The role involves resolving customer issues, documenting inquiries, escalating complex cases, and contributing to continuous process improvements. In addition, the Analyst manages day-to-day operations for Cummins diagnostic tools and platforms, supports cross-functional collaboration, and helps ensure a high level of customer satisfaction.

Key Responsibilities

• Provide prompt and professional customer support through chat, email, and phone (multi-channel support).

• Accurately document customer inquiries, equipment details, and issue resolutions within Cummins systems.

• Resolve routine issues using Cummins processes, systems, and practices; escalate non-routine concerns with proper documentation.

• Manage operations activities for engine and powered diagnostics (e.g., Guidanz, Dealer Guidanz, QSOL, Salesforce, Insite).

• Collaborate with product development, QA, and engineering teams to ensure timely resolution of technical issues.

• Monitor support tickets, track performance metrics, and ensure adherence to SLAs.

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

• Handle customer escalations and provide guidance to peers and team members.

• Train and mentor support staff to enhance product knowledge and service quality.

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

• Prepare regular reports on performance metrics, customer satisfaction, and service outcomes.

• Stay current on new features, product updates, and diagnostic tool enhancements.

RESPONSIBILITIES

Competencies

• Action Oriented: Tackles challenges with urgency, energy, and enthusiasm.

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

• Communicates Effectively: Conveys messages clearly across multiple channels and diverse audiences.

• Collaborates: Works effectively with others to achieve shared goals.

• Managers Conflict: Addresses disagreements constructively with minimal disruption.

• Nimble Learning: Adapts quickly and learns from both successes and failures.

• Values Differences: Recognizes and leverages diverse perspectives and cultures.

• Service Capability, Capacity & Coverage: Applies Cummins’ service standards to ensure consistent customer support.

• Service Documentation: Creates and maintains accurate service records and technical documentation.

• Warranty Process: Assesses warranty claims, determines eligibility, and ensures compliance with Cummins policies.

Education, Licenses, Certifications

• External Requirements:

• High school diploma or equivalent required.

• May require licensing for compliance with export controls or sanctions regulations.

• Preferred Qualifications (Internal/External):

• Bachelor’s degree in mechanical/Automobile Engineering or related field.

• Degree in Business Administration, Marketing, or Operations also considered.

QUALIFICATIONS

Skills and Experience

• Experience:

• Minimum 2+ years of proven experience in customer service, call center operations, or technical support.

• Prior experience in operations management or diagnostics support is preferred.

• Technical & Professional Skills:

• Proficiency with ERP systems, Microsoft Excel, and Power BI.

• Familiarity with customer call platforms (Genesys, Omnichannel, Salesforce).

• Experience with analytics tools for trend identification and reporting.

• Strong interpersonal, communication, and leadership qualities.

• Ability to analyze data and implement actionable insights.

• A customer-centric approach with focus on quality and satisfaction.

• Strategic thinking with ability to manage complex operations.

• Knowledge of industry best practices in customer care and call management.

• Strong organizational and time management skills.

• Flexibility to adapt to a fast-paced and dynamic environment.

Work Environment

• Shift Details: Rotational || Hybrid || Primarily Night Shift (starting 4 PM onwards).

• Collaboration: Works closely with cross-functional teams including product development, QA, engineering, and customer-facing teams.

• Growth Opportunities: Exposure to process improvements, mentoring opportunities, and cross-domain expertise development.