Analyst - CARE Operations

7 days ago

Pune, Maharashtra, India Cummins Full time ₹ 4,00,000 - ₹ 6,00,000 per year
Description
Job Summary

This role provides Level 1 diagnostic support for Cummins Engine and PowerGen products through voice-based interactions. The analyst will assist customers, dealers, and distributors in identifying and resolving technical issues, ensuring high-quality service and accurate documentation. The position involves multi-channel support and contributes to continuous improvement of customer service processes.

Key Responsibilities Technical Support & Diagnostics
  • Respond to customer queries via phone and email regarding engine and PowerGen diagnostics.
  • Perform Level 1 troubleshooting using Cummins diagnostic manuals and search portals.
  • Accurately capture and document customer issues and resolutions.
  • Escalate complex cases to Level 2/3 teams with detailed notes.
Customer Service & Communication
  • Deliver prompt and professional assistance across multiple channels (Chat/Email/Phone).
  • Ensure technical accuracy and customer satisfaction in every interaction.
  • Maintain logs using Salesforce, Genesys, and Cummins internal systems.
Process & Documentation
  • Follow structured troubleshooting protocols and Cummins service practices.
  • Create and verify customer, equipment, and technical information.
  • File warranty claims with proper documentation and eligibility checks.
Responsibilities
Qualifications
  • Diploma or Bachelor's degree in Mechanical Engineering, Automotive Technology, or related field preferred.
  • High school diploma or equivalent experience may be considered.
  • 1–2 years of experience in engine diagnostics or technical support preferred.
Core Competencies
  • Action Oriented: Tackles challenges with urgency and enthusiasm.
  • Collaborates: Works effectively with others to achieve shared goals.
  • Communicates Effectively: Tailors communication to different audiences.
  • Customer Focus: Builds strong relationships and delivers customer-centric solutions.
  • Manages Conflict: Resolves issues constructively and calmly.
  • Nimble Learning: Learns from both successes and failures.
  • Values Differences: Appreciates diverse perspectives and cultures.
Qualifications
Skills & ExperienceEssential Skills
  • Strong verbal communication and fluency in English (especially for North American customers).
  • Familiarity with automotive systems and basic diagnostic tools.
  • Ability to follow structured troubleshooting protocols.
  • Good listening skills and attention to detail.
Preferred Skills
  • Experience in voice-based customer support or call center operations.
  • Knowledge of OBD systems and fault codes.
  • Basic understanding of engine components and common failure modes.
Additional Information
  • Candidates must be willing to work night shifts and support 24x7 operations.

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