Production Support Associate

2 months ago


Pune Maharashtra, India Cummins Inc. Full time

**DESCRIPTION**

**Job Summary**:
The IT Support Associate - Level I provides operational support to ensure the effectiveness, efficiency, accuracy, and availability of IT resources for end users. This role acts as a primary point of contact for service-related inquiries and collaborates closely with team members while working under direct supervision.

**Key Responsibilities**:

- **Customer Service**:

- Serve as the main point of contact for customers regarding service-related inquiries.
- Maintain relationships with key customers and suppliers to ensure satisfaction and effective communication.
- **IT Support**:

- Provide IT support for designated areas according to established processes.
- Diagnose and troubleshoot issues with IT hardware and software components, escalating problems when necessary.
- **Incident Management**:

- Utilize the Incident Management system to log reported issues and actions taken, ensuring accurate tracking and follow-up.
- Perform initial troubleshooting in line with departmental standards and escalate unresolved issues to higher-level support.
- **Additional Responsibilities**:

- Assist with various IT tasks and projects as assigned by supervisors.

**RESPONSIBILITIES**

**Competencies**:

- **Effective Communication**:

- Develop and deliver clear, multi-faceted communications tailored to the needs of different audiences.
- **Customer Focus**:

- Build strong relationships with customers and deliver solutions that prioritize their needs.
- **Trustworthiness**:

- Gain and maintain the confidence of others through honesty and integrity.
- **Self-Development**:

- Actively seek opportunities for personal and professional growth through both formal and informal channels.
- **Situational Adaptability**:

- Adjust approaches and demeanor in real-time to respond effectively to shifting demands.
- **Incident Management**:

- Maintain accurate records of issues and requests, tracking trends for continuous improvement.
- **Valuing Differences**:

- Recognize and appreciate the diverse perspectives and cultures that enhance the organization.

**Education, Licenses, Certifications**:
A high school diploma or equivalent is required. This position may require licensing for compliance with export controls or sanctions regulations.

**Experience**:

- High school diploma or equivalent; additional education or specialized training is a plus.

**QUALIFICATIONS**

**Skills and Experience**:

- **Technical Proficiency**:

- Familiarity with installation and troubleshooting of CMES, QDAS, Radinik, and MFG software.
- Basic understanding of Oracle databases, SQL, and IIoT devices.
- Knowledge of Power BI, Power Apps, SharePoint, LAN, WAN, and general computer hardware.
- **Software Expertise**:

- Proficient in MS Excel and PowerPoint for data analysis and presentation.
- **Problem Solving**:

- Ability to diagnose and resolve customer-identified issues using systematic analysis and established methodologies.

**Job** Manufacturing

**Organization** Cummins Inc.

**Role Category** On-site

**Job Type** Shop

**ReqID** 2405161

**Relocation Package** Yes



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