Job Description

DESCRIPTION

Job Summary

Provide expanded technical support under minimal supervision to customers, including end-users, dealers, and distributors, seeking assistance for engine and Power Generation (PowerGen) products. The role focuses on first-level diagnostics, customer issue resolution, escalation management, and delivery of a high-quality, customer-centric support experience through multiple communication channels.

Key Responsibilities

Customer Support & Escalation Management

Manage customer escalations to ensure timely, accurate, and effective resolution of technical queries. Respond to customer inquiries via phone, email, chat, and other supported channels. Provide multi-skill, multi-channel customer support while maintaining high service quality standards. Accurately capture customer issues, service requests, and diagnostic details in Cummins systems.

Technical Diagnostics & Issue Resolution

Perform Level 1 troubleshooting for engine and PowerGen diagnostic and performance issues using Cummins diagnostic service manuals, search portals, and tools. Identify basic failure modes and apply structured troubleshooting protocols. Escalate complex or unresolved issues to Level 2/3 support teams with complete and accurate documentation. Maintain detailed logs of diagnostic sessions, actions taken, and resolutions using systems such as Salesforce, Genesys, and Cummins in-house applications.

Process, Documentation & Knowledge Management

Document customer inquiries, equipment details, and technical findings within appropriate Cummins service management systems. Generate, maintain, and leverage service documentation and knowledge content to support consistent issue resolution. Apply service documentation, service information, and warranty processes to ensure accurate records and compliance. Support warranty-related analysis by providing accurate diagnostic inputs and documentation as required.

Continuous Improvement & Collaboration

Lead or participate in continuous improvement initiatives focused on process efficiency, service capability, and customer satisfaction. Collaborate with cross-functional teams to meet shared customer and organizational objectives. Support improvement projects aimed at enhancing customer experience and operational performance. Deliver training or knowledge sharing to new hires and peers as required; act as a Subject Matter Expert or team resource.

RESPONSIBILITIES

Qualifications

Education

High school diploma or certificate of completion of secondary education or equivalent experience in compliance with applicable regulations. Diploma or Bachelor's degree in Mechanical Engineering, Automotive Technology, or a related field is preferred.

Licenses / Certifications

This position may require licensing for compliance with export control or sanctions regulations.

Competencies

Customer Focus:

Builds strong customer relationships and delivers customer-centric technical solutions.

Communicates Effectively:

Demonstrates strong verbal and written communication skills; fluent in English to support NAM customers, dealers, and distributors.

Action Oriented:

Takes initiative and addresses challenges with urgency and energy.

Collaborates:

Works effectively with internal teams and support functions.

Manages Complexity:

Analyzes technical and operational information to resolve issues efficiently.

Manages Conflict:

Handles escalations and conflict situations professionally.

Service Documentation:

Accurately records customer, equipment, and diagnostic information using defined tools and systems.

Service Information Process:

Utilizes Cummins systems and resources to deliver accurate technical information.

Service Capability, Capacity & Coverage:

Applies service processes to meet customer expectations and service standards.

Warranty Process Knowledge:

Supports warranty analysis by providing accurate diagnostic inputs and documentation.

Technical Knowledge:

Familiarity with automotive systems, OBD fault codes, engine components, and common failure modes.

Attention to Detail & Listening Skills:

Ensures technical accuracy and customer satisfaction in every interaction.

Values Differences:

Recognizes and respects diverse perspectives and cultures.

QUALIFICATIONS

Experience

Requires significant previous relevant work experience. 5 years of experience in engine diagnostics, technical support, or related service roles is preferred. Prior customer service or voice-based technical support experience is desirable. Experience supporting engine, PowerGen, or automotive products is an advantage. Willingness and ability to work in a 24x7 operational environment, predominantly night shifts.

Job

Service

Organization

Cummins Inc.

Role Category

On-site with Flexibility

Job Type

Office

ReqID

2422976

Relocation Package

No

100% On-Site

No