Customer Support Specialist

Job Summary

• Customer Support Representatives provide expanded support to customers, including end-users, distributors, and dealers seeking information through various mediums, under minimum supervision.
• They document customer inquiry information within appropriate systems.
• Representatives resolve non-routine customer issues by understanding Cummins processes, systems, and practices.
• They escalate complex issues, providing documentation through process.
• Understands new and existing Cummins processes, systems, practices, and delivers training to new hires.
• Supports improvement projects intended to improve customer experiences and organizational goals.
• Generates and maintains knowledge content, delivers training, and is considered a Subject Matter Expert or Team Leader.

Key Responsibilities:

• Collaboration: Building partnerships and working collaboratively with others to meet shared objectives.
• Communication: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Problem Solving: Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Conflict Resolution: Handling conflict situations effectively, with a minimum of noise.
• Customer Focus: Building strong customer relationships and delivering customer-centric solutions.
• Warranty Process: Analyzes customer issues to verify root cause of failure and associated progressive damage using Cummins published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.
• 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.
• Action Orientation: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Direction: Providing direction, delegating, and removing obstacles to get work done.
• Service Information Process: Organizes product technical information by utilizing available resources including established systems, processes, tools, teams, and suppliers to deliver service information to a target audience; identifies and resolves emerging issues by breaking down complex processes, tools, systems, or agencies in order to prevent delays in the delivery of desired outcomes.
• 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.

Requirements:

• Education: High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
• Licensing: This position may require licensing for compliance with export controls or sanctions regulations.
• Experience: Requires significant previous relevant work experience; prior technical experience and/or customer service experience is preferred.