Analyst - Cummins CARE Operations

Cummins; Pune District; Hybrid; INR 3,00,000 - 5,00,000; Full time

Job summary

A global engine manufacturer seeks a full-time Technical Support Representative in Pune, India. The role involves providing technical customer support for Cummins engines through various channels. Candidates must have a high school diploma and preferably technical certifications along with strong communication skills. Experience in customer service is essential. The position offers flexibility to work on-site with certain remote capabilities.

Qualifications

• Experience in voice-based customer support or call center operations.
• Familiarity with automotive systems and basic diagnostic tools.
• Previous relevant work experience required.

Responsibilities

• Provide routine technical support via phone, email, and chat.
• Perform Level 1 troubleshooting for Cummins engines.
• Document customer inquiries in Cummins systems accurately.

Skills

Verbal communication

Customer focus

Nimble learning

Attention to detail

Education

High school diploma or equivalent

Technical certifications

Job description

This position provides routine technical and customer support to end-users, distributors, and dealers via phone, email, and chat. The role involves Level 1 troubleshooting for Cummins engines and PowerGen systems, accurate documentation of customer issues, and escalation of complex cases under limited supervision.

Key Responsibilities

• Respond promptly to customer queries through phone, email, and chat regarding engine and PowerGen diagnostics.
• Perform Level 1 troubleshooting using Cummins diagnostic manuals and search portals.
• Document customer inquiries and resolutions in Cummins systems accurately.
• Escalate non-routine or complex issues to Level 2/3 teams with detailed notes.
• Provide multi-channel support (Chat/Email/Phone) and ensure customer satisfaction.
• Understand and apply Cummins processes, systems, and practices for service capability and warranty processes.
• Contribute ideas for improving customer-centric processes and operational efficiency.

Qualifications

• Education: High school diploma or equivalent; technical certifications preferred.
• Licenses/Compliance: May require licensing for export controls or sanctions regulations.
• Action Oriented: Tackles challenges with urgency and enthusiasm.
• Customer Focus: Builds strong relationships and delivers customer-centric solutions.
• Communicates Effectively: Adapts communication for different audiences.
• Collaborates: Works well with others to achieve shared objectives.
• Nimble Learning: Learns actively through experimentation and feedback.
• Values Differences: Appreciates diverse perspectives and cultures.

Additional Responsibilities Unique to this Position

• 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.

Experience

• Previous relevant work experience required; prior technical or customer service experience preferred.

About Us

Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.

Job Info

• Job Identification 2421889
• Job Category Service
• Posting Date 12/22/2025, 05:27 AM
• Job Schedule Full time
• Role Category On-site with Flexibility
• Locations Survey No. 21, Pune, Maharashtra, 411045, IN
• Affiliated to Bargaining Unit/Trade Union No