Team Lead - Diesel Diagnostics & CARE Ops

Cummins Inc; Saddar; Hybrid; PKR 30,471,000 - 44,321,000; Full time

Benefits offered by this job

Relocation package

Job summary

Cummins Inc. in North America is seeking a senior data and analytics professional within Customer Support to provide data and analysis of activities, performance, and issues for Supervisors and Managers, monitor the Contact Center, and develop reports to support decision making and continuous improvement.

The role leads a team of 8–10 technical support professionals, builds strong relationships with stakeholders across Service, Engineering, Warranty, Product Support, Sales, and Regional

Qualifications

• Bachelor's degree in Mechanical, Automobile, or related Engineering discipline.
• MBA or equivalent qualification preferred.
• 10+ years of experience in Aftersales Service, Technical Support, Warranty Operations, or Field Service.

Responsibilities

• Lead a team of 8-10 technical support professionals serving the North America region.
• Provide technical assistance on diesel engine and PowerGen diagnostics, repairs, and troubleshooting.
• Build and maintain relationships with key stakeholders across Service, Engineering, Warranty, Product Support, Sales, and Regional Operations teams.
• Manage customer and dealer escalations, ensuring timely and accurate resolution.
• Collaborate with dealers, distributors, field service, engineering, and product support teams.
• Escalate complex technical issues with complete diagnostic documentation.
• Analyze repeat failures, identify root causes, and recommend corrective actions.
• Train and mentor team members on diagnostics, service processes, and warranty procedures.
• Drive continuous improvement initiatives focused on service quality, productivity, and customer satisfaction.

Skills

Diesel engine knowledge

Diagnostics & repair troubleshooting

Data analysis (MS Excel)

CRM & Omnichannel platforms

Stakeholder management

Leadership & mentoring

Education

Bachelor's Degree in Mechanical/Automobile Engineering

MBA or equivalent qualification preferred

Tools

CRM

DMS

Warranty Systems

Omnichannel support platforms

Job description

Cummins Inc. in North America is seeking a senior data and analytics professional within Customer Support to provide data and analysis of activities, performance, and issues for Supervisors and Managers, monitor the Contact Center, and develop reports to support decision making and continuous improvement.

The role leads a team of 8–10 technical support professionals, builds strong relationships with stakeholders across Service, Engineering, Warranty, Product Support, Sales, and Regional