Cummins Care Advocate

**DESCRIPTION**

**Key Responsibilities**:

- Provide technical support and troubleshooting for Guidanz and other digital products.
- Collaborate with internal teams to escalate and resolve complex technical issues.
- Guide customers on product features, updates, and best practices.
- Ensure adherence to SLA, quality standards, and customer satisfaction metrics.
- Maintain accurate records of customer interactions in the support system.
- Participate in training sessions and continuous learning to stay updated on product changes.

**RESPONSIBILITIES**

**Competencies**:
Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

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.

Customer focus - Building strong customer relationships and delivering customer-centric solutions.

Manages conflict - Handling conflict situations effectively, with a minimum of noise.

Nimble learning - Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.

Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.

Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.

Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using Cummins published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.

Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

**Education, Licenses, Certifications**:
High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.

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

**Experience**:
Requires previous relevant work experience; prior technical experience and/ or customer service experience is preferred.

**QUALIFICATIONS**

**Skills Required:

- **
- Strong problem-solving skills and ability to analyze and resolve technical issues.
- Excellent communication skills (verbal & written) to support global customers.
- Ability to multitask and work efficiently in a fast-paced environment.
- Prior experience in customer support, digital products, or technical troubleshooting is a plus.
- Familiarity with CRM tools, ticketing systems, or technical support platforms is an advantage.

**Work Schedule**:

- Rotational night shifts **(starting at 5 PM, 7 PM, or 9 PM).**:

- Flexibility to adapt to shift changes based on business needs.
- Comfortable working in a dynamic 24/7 support environment.

**Job** Service

**Organization** Cummins Inc.

**Role Category** Hybrid

**Job Type** Office

**ReqID** 2413522

**Relocation Package** Yes