Contact Center Representative

5 days ago

Pune Maharashtra, India Cummins Inc. Full time

**DESCRIPTION**

**Key Responsibilities**
- Provide real-time technical repair assistance to field technicians via voice and digital channels.
- Evaluate and process warranty claims for parts, labor, and services in accordance with Cummins Warranty Administration Manual (WAM).
- Communicate with dealerships and vendors to resolve discrepancies or request additional documentation.
- Ensure all claims and support activities comply with manufacturer guidelines and regional policies.
- Document customer interactions and technical information accurately in Cummins systems.
- Support continuous improvement initiatives to enhance customer experience and operational efficiency.
- Deliver training to new hires and contribute to knowledge base content as a Subject Matter Expert (SME).
- Escalate complex issues with appropriate documentation and follow-up.
- Maintain up-to-date knowledge of Cummins systems, processes, and service practices.

**RESPONSIBILITIES**

**Qualifications**

**Requirement** **Description**

**Education** Bachelor’s degree in any stream (Preferred: Mechanical / Automobile)

**Licenses/Certifications** May require licensing for compliance with export controls or sanctions regulations

**Language** Proficiency in English (spoken and written)

**Skills and Competencies**
- **Technical Knowledge**:

- 2+ years of experience in engine diagnostics, claims analysis, repair assistance, and part support.
- Understanding of Cummins engine systems and warranty processes.
- Familiarity with service documentation and technical troubleshooting.
- **Customer Service**:

- Ability to manage customer expectations and resolve issues efficiently.
- **Core Competencies**:

- **Action Oriented** - Tackles challenges with urgency and enthusiasm.
- **Collaborates** - Works effectively with internal and external stakeholders.
- **Communicates Effectively** - Tailors communication to audience needs.
- **Customer Focus** - Builds strong relationships and delivers customer-centric solutions.
- **Manages Complexity** - Analyzes and resolves multifaceted issues.
- **Manages Conflict** - Handles disagreements constructively.
- **Directs Work** - Delegates and removes obstacles to ensure task completion.
- **Values Differences** - Embraces diverse perspectives and cultures.
- **Process Expertise**:

- **Service Capability & Coverage** - Understands service network capabilities and customer expectations.
- **Service Documentation** - Accurately captures and verifies technical and customer data.
- **Service Information Process** - Organizes and delivers technical content effectively.
- **Warranty Process** - Analyzes failures, determines eligibility, and processes claims accurately.

**QUALIFICATIONS**

**Experience**
- **Total Experience**: 3-4 years
- **Relevant Experience**: Minimum 2 years in automotive/engine diagnostics, warranty management, or technical support
- **Preferred Background**: Prior experience in a voice-based technical support or customer service role

**Job** Service

**Organization** Cummins Inc.

**Role Category** Hybrid

**Job Type** Office

**ReqID** 2416099

**Relocation Package** No

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