Analyst - Cummins CARE Operations at CUMMINGS INC

Pune, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

01 Jun, 26

Salary

0.0

Posted On

03 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Troubleshooting, Documentation, Salesforce, Genesys, Engine Diagnostics, Process Improvement, Warranty Support, Communication, Data Capture, OBD Systems, Shift Work

Industry

Motor Vehicle Manufacturing

Description

Job Summary Provides routine customer support to end-users, distributors, and dealers through multiple communication channels under limited supervision. This role focuses on delivering prompt, accurate assistance, performing basic technical troubleshooting, documenting customer interactions, and escalating complex issues while continuously improving customer-centric processes. Key Responsibilities * Respond to customer inquiries via phone, email, and chat regarding engine and PowerGen diagnostics and performance issues. * Document customer inquiry information accurately within appropriate Cummins systems. * Provide multi-channel customer support (chat/email/phone) ensuring timely and high-quality responses. * Perform Level 1 troubleshooting using diagnostic manuals, search portals, and standard procedures. * Resolve routine customer issues using knowledge of Cummins processes, systems, and practices. * Escalate non-routine or complex issues to Level 2/3 support teams with complete documentation. * Maintain detailed logs of diagnostic sessions, cases, and resolutions using tools such as Salesforce, Genesys, and Cummins in-house applications. * Analyze service capability metrics and support service coverage improvements within the network. * Support warranty-related activities by verifying failure causes and ensuring proper documentation where applicable. * Contribute ideas to improve process efficiency and customer experience. * Ensure adherence to quality, compliance, and customer service standards. * Support 24×7 operations as required (predominantly night shift from 4 PM onwards). Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.

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Responsibilities

This role provides routine customer support to end-users, distributors, and dealers via phone, email, and chat, focusing on prompt and accurate assistance for engine and PowerGen diagnostics. Key duties include performing Level 1 troubleshooting, documenting interactions in systems like Salesforce, and escalating complex issues with complete documentation.