Cummins Inc. Service Provider Support Analyst - Cummins Care in Nashville, Tennessee
Service Provider Support Analyst - Cummins Care
Cummins is a place big enough to coach and develop a global workforce and create the world’s leading clean, engine technology. We’re also small enough for you to find your fit and personal passion with a team of dependable, innovative thinkers who are developing their careers within a diverse, inclusive, empowering environment.
Learn more about this role and how you can begin Working Right .
Our Distribution Business Unit delivers reliable, durable, high performing products to our global partners. Working in an innovative space, you’ll develop high tech solutions that will fuel your advanced career skill set and empower you to own your career. Our integrated businesses demand the talents and creativity of individuals with a wide range of skills and experience.
This is an exciting opportunity in Nashville, Tennessee for an Analyst – Cummins Care – Level 1. where you will provide support to customers, primarily distributors and/or dealers, as well as end-users seeking information through various channels, with a primary focus on inbound phone inquiries.
Your impact will happen in these and other ways:
Document customer inquiry information within appropriate Cummins systems.
Provide prompt assistance to customers through various channels.
Resolve customer issues through an understanding of Cummins processes, systems, and practices.
Escalate complex issues providing documentation through process.
Provides feedback to support improvement projects intended to improve customer experiences and organizational goals.
Provides suggestions on how the existing processes can be made more customer centric or efficient.
Understands existing and new Cummins processes, systems, and practices.
Applicant should be able to demonstrate abilities to read and apply technical information from Cummins published materials (Service Manuals, Warranty Manuals, Technical Service Bulletins, etc).
Applicant should be able to use published materials to determine root cause of failure and/or assign warranty responsibility of the failure to Cummins or other party.
Applicant would be expected to communicate technical information to customers on the phone and document their direction in various systems.
Applicant should have a willingness to learn and be coachable as technical information changes and is updated.
Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
Manages conflict - Handling conflict situations effectively, with a minimum of noise.
Customer focus - Building strong customer relationships and delivering customer-centric solutions.
Minimal or no work experience required.
Engine technical experience is preferred.
Education, Licenses, Certifications
High school diplomaor equivalent required. Associates/Bachelor’s degree preferred.
Compensation and Benefits
Base hourly rate commensurate with experience. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage and a full complement of personal and professional benefits.
Cummins and E-verify
At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates right to work using E-Verify. Cummins will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.
Ready to think beyond your desk? Apply for this opportunity to start your career with Cummins today.careers.cummins.com
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Primary Location United States-Tennessee-Nashville-US, TN, Nashville, CBS Customer Care
Job Type Experienced - Exempt / Office
Recruitment Job Type Office
Job Posting Feb 13, 2020, 4:15:53 PM
Unposting Date Ongoing
Req ID: 200000AD