Job Description

DESCRIPTION

The Customer Support Coordinator provides end-to-end technical service support for Cummins Sales and Services North America. This role involves managing service events, coordinating with service teams, processing work orders, and ensuring timely communication with customers. The position also supports data analysis and reporting for customer support activities and requires working in the third shift (night shift).

Key Responsibilities

Service Coordination & Customer Support

Assess customer needs, gather relevant information, and open work orders. Provide quotes, develop claims, prepare repair plans, and schedule service work. Communicate repair status updates to customers and ensure timely resolution. Support service scheduling and coordination with field service teams.

Technical & Administrative Support

Develop diagnostic plans and repair timelines based on parts and labor availability. Review plans with Service Supervisor and assist in job assignment scheduling. Process work orders and invoices accurately using IT systems. Maintain documentation including service worksheets, timesheets, and quality records.

Data Analysis & Reporting

Monitor call distribution systems and generate performance reports. Analyze customer support metrics and identify trends for improvement. Support workforce management through call volume and staffing analysis. Assist in continuous improvement initiatives and project coordination.

RESPONSIBILITIES

Qualifications

College, university, or equivalent degree in a relevant discipline. This position may require licensing for compliance with export controls or sanctions regulations.

Skills & Competencies

Technical & Analytical Skills

Strong problem-solving skills and ability to manage complex service events. Proficiency in Excel; Power BI skills are preferred. Comfortable working with various IT systems and service management tools.

Communication & Collaboration

Strong written and verbal communication skills. Ability to collaborate across teams and manage customer expectations. Experience in handling conflict and adapting to changing situations.

Core Competencies

Communicates Effectively

Customer Focus

Collaborates

Manages Complexity

Manages Conflict

Optimizes Work Processes

Situational Adaptability

Service Capability, Capacity and Coverage

Values Differences

QUALIFICATIONS

Experience

Minimal relevant work experience required. Prior experience in customer support or service coordination is preferred.

Job

Service

Organization

Cummins Inc.

Role Category

Hybrid

Job Type

Exempt - Experienced

ReqID

2418074

Relocation Package

Yes