Job Description

DESCRIPTION

Job Summary

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.

Job

Service

Organization

Cummins Inc.

Role Category

Hybrid

Job Type

Office

ReqID

2420890

Relocation Package

Yes