**DESCRIPTION** **Job Summary** Provide expanded customer support under minimal supervision to end-users, distributors, and dealers seeking information and assistance for Cummins digital products through multiple communication channels. The role focuses on resolving non-routine technical and service issues, ensuring adherence to service level agreements (SLAs), and delivering a high-quality, customer-centric support experience. **Key Responsibilities** **Customer Support & Issue Resolution** + Handle customer calls, emails, chats, and support tickets for digital product support. + Provide prompt and accurate assistance through multi-channel support (Chat/Email/Phone). + Document customer inquiries, interactions, and resolutions in appropriate Cummins systems. + Resolve non-routine customer issues by applying knowledge of Cummins processes, systems, and practices. + Handle customer escalations and provide clear guidance to customers. + Escalate complex issues with proper documentation through defined processes. **Coordination & Collaboration** + Coordinate with customers, product development, QA, and cross-functional teams to resolve technical issues within defined timelines. + Collaborate closely with product teams to stay current on new features, releases, and system enhancements. + Build effective partnerships with internal teams to meet shared service and customer objectives. **Service Delivery & Performance** + Track support tickets, monitor performance metrics, and ensure compliance with SLAs. + Apply service capability, capacity, and coverage principles to meet customer expectations and business priorities. + Analyze service metrics to identify improvement opportunities within the service network. **Knowledge Management & Continuous Improvement** + Generate, maintain, and verify service and technical documentation within service management systems. + Support improvement projects aimed at enhancing customer experience and achieving organizational goals. + Deliver training to new hires and support teams as required. + Act as a Subject Matter Expert (SME) or Team Leader for assigned products or processes. + Follow service documentation, service information, and warranty processes to ensure accurate records and compliance. **RESPONSIBILITIES** **Qualifications** **Education** + Graduation or higher **Competencies** + **Customer Focus:** Builds strong customer relationships and delivers customer-centric solutions. + **Communicates Effectively:** Conveys information clearly across multiple channels and audiences. + **Collaborates:** Works effectively with cross-functional teams to achieve shared goals. + **Action Oriented:** Demonstrates urgency, energy, and initiative in addressing challenges. + **Manages Complexity:** Analyzes complex and sometimes contradictory information to solve problems. + **Manages Conflict:** Handles conflict situations professionally and effectively. + **Directs Work:** Provides guidance, removes obstacles, and supports team effectiveness when required. + **Service Documentation:** Accurately captures customer, equipment, and technical data using defined tools and systems. + **Service Information Process:** Organizes and delivers technical information using established resources and processes. + **Warranty Process Knowledge:** Analyzes issues, determines warranty eligibility, and processes claims using correct documentation. + **Values Differences:** Recognizes and respects diverse perspectives and cultures. **QUALIFICATIONS** **Experience** + Requires significant previous relevant work experience. + Prior technical support and/or customer service experience is preferred. + Experience supporting digital products, technical platforms, or service operations is desirable. + Willingness and ability to work in a 24x7 rotational shift environment, primarily night shifts. **Job** Service **Organization** Cummins Inc. **Role Category** On-site with Flexibility **Job Type** Office **ReqID** 2423032 **Relocation Package** No **100% On-Site** No