Senior Analyst - Cummins CARE Operations at CUMMINGS INC

Pune, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

31 Mar, 26

Salary

0.0

Posted On

31 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Technical Diagnostics, Issue Resolution, Escalation Management, Troubleshooting, Documentation, Knowledge Management, Continuous Improvement, Collaboration, Service Quality, Communication, Salesforce, Genesys, Power Generation, Engine Products, Customer Experience

Industry

Motor Vehicle Manufacturing

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.

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Responsibilities

The Senior Analyst will provide technical support to customers for engine and Power Generation products, focusing on diagnostics and issue resolution. Responsibilities include managing customer escalations, performing troubleshooting, and documenting findings in service management systems.