Cummins is a place big enough to coach and develop a global workforce and create the world’s leading clean, engine technology. We’re also small enough for you to find your fit and personal passion with a team of dependable, innovative thinkers who are developing their careers within a diverse, inclusive, empowering environment.
Analyst – Cummins Care – Level 1
Document customer inquiry information within appropriate Cummins systems.
Provide prompt assistance to customers through various channels.
Resolve customer issues through an understanding of Cummins processes, systems, and practices.
Escalate complex issues providing documentation through process.
Provides feedback to support improvement projects intended to improve customer experiences and organizational goals.
Provides suggestions on how the existing processes can be made more customer centric or efficient.
Understands existing and new Cummins processes, systems, and practices.
Applicant should be able to demonstrate abilities to read and apply technical information from Cummins published materials (Service Manuals, Warranty Manuals, Technical Service Bulletins, etc).
Applicant should be able to use published materials to determine root cause of failure and/or assign warranty responsibility of the failure to Cummins or other party.
Applicant would be expected to communicate technical information to customers on the phone and document their direction in various systems.
Applicant should have a willingness to learn and be coachable as technical information changes and is updated.
Collaborates – Building partnerships and working collaboratively with others to meet shared objectives.
Communicates effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Manages complexity – Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
Manages conflict – Handling conflict situations effectively, with a minimum of noise.
Customer focus – Building strong customer relationships and delivering customer-centric solutions.
Minimal or no work experience required.
Engine technical experience is preferred.
Education, Licenses, Certifications
High school diplomaor equivalent required. Associates/Bachelor’s degree preferred.