Cummins Inc. CARE Digital Product Support Advocate in Pittsburgh, Pennsylvania
CARE Digital Product Support Advocate
Description - External
This entry-level position provides routine support to customers, including end-users, distributors, and/or dealers, seeking information through various mediums, with a primary focus on online inquiries and under direct supervision
Document customer inquiry information within appropriate Cummins systems.
Provide prompt assistance to customers though limited forms of media. Single Skill/Single channel support (Chat/Email/Phone)
Resolves basic routine customer issues
Escalates non-routine issues, providing documentation though process
Learns new and existing Cummins processes, systems and practices
Qualifications - External
Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.
Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.
Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
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 conflict - Handling conflict situations effectively, with a minimum of noise.
Customer focus - Building strong customer relationships and delivering customer-centric solutions.
Nimble learning - Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.
Education, Licenses, Certifications
High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
This position may require licensing for compliance with export controls or sanctions regulations.
No prior technical work experience required. Previous customer service experience is preferred.
Serve as technical support resource providing diagnostic application support on basic and slightly complex issues in a level1 capacity.
Guide customers to the proper channels to purchase licenses for INSITE and other license-based products we support.
Help customers diagnose licensing issues that occur with INSITE, Power spec, etc.
Provide support for customer's pertaining to downloading calibrations into INSITE.
Troubleshoot INSITE, and other products supported by DPS, for software issues when error messages occur during usage of the program.
Assist customer with login issues and account access within the scope of our DPS capabilities for the products we support.(Ex: Quickserve, Cumpas, and Guidanz)
Provide limited support for account registration and issues monitoring Power Command Cloud and Connect Cloud gensets
Document the results of diagnostic and repair actions in the appropriate database clearly and concisely.
Manage the escalation of more complex requests to the appropriate level of support.
Maintain knowledge and technical understanding of current products and new products.
Position is flexible/ can be located within North America .This is a Hybrid WFH position.
Compensation and Benefits
Base salary 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
- This position does not require any Department of Transportation (DOT) related pre-screenings
Primary Location United States-Pennsylvania-Pittsburgh-US, PA, Pittsburgh, Cummins Bridgeway
Job Type Experienced - Exempt / Office
Recruitment Job Type Office
Job Posting May 22, 2023, 3:04:24 PM
Unposting Date Ongoing
Organization Distribution Business
Role Category Hybrid - Potential for Partial Remote
Req ID: 2300053B