**DESCRIPTION** This position provides routine support to customers, including end-users, distributors, and/or dealers, seeking information through various mediums, under limited supervision. The role involves assessing customer needs, gathering pertinent information, and managing work orders, quotes, claims, and repair plans. Key Responsibilities: + Assess customer needs, gather information, and open work orders. + Provide quotes, develop claims, prepare repair plans, and schedule work. + Update customers on repair work status. + Develop diagnostic plans, quotes, and repair plans based on parts and labor availability. + Review diagnostic plans, quotes, and repair plans with the Service Supervisor. + Schedule shop job assignments with the Service Supervisor. + Support Cummins Sales and Services North America business in executing end-to-end technical service events (scheduling service visits, coordinating with the service team, work order processing, invoicing, customer communication). + Document customer inquiry information within appropriate Cummins systems. + Provide prompt assistance to customers through various media (Chat/Email/Phone). + Resolve routine customer issues through a basic understanding of Cummins processes, systems, and practices. + Escalate non-routine issues, providing documentation through the process. + Contribute ideas and suggestions on how existing processes can be made more customer-centric or efficient. **RESPONSIBILITIES** **Qualifications:** + High school diploma or certificate of completion of secondary education or equivalent experience. + This position may require licensing for compliance with export controls or sanctions regulations. **Competencies:** + **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. + **Customer Focus** : Building strong customer relationships and delivering customer-centric solutions. + **Manages Conflict** : Handling conflict situations effectively, with a minimum of noise. + **Nimble Learning** : Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder. + **Service Capability, Capacity, and Coverage** : Understanding customer expectations, business priorities, and providing capable and consistent service through available parts, information, tools, and qualified technicians. + **Service Documentation** : Creating and verifying customer, equipment, and technical information; capturing specific data using required service tools; following procedures and documenting required information in the service management system. + **Warranty Process** : Analyzing customer issues to verify root cause of failure and associated progressive damage; interpreting the warranty administration manual to determine eligibility for coverage and claim requirements; filing claims in the appropriate system using proper documentation. **QUALIFICATIONS** **Skills:** + Strong written and communication skills. + Comfortable working with various IT systems. + Problem-solving skills. + Excel and Power BI skills preferred. **Experience:** + Requires previous relevant work experience. + Prior technical experience and/or customer service experience is preferred. + Ability to work in the 3rd shift (Night Shift). **Job** Service **Organization** Cummins Inc. **Role Category** Hybrid **Job Type** Office **ReqID** 2408619 **Relocation Package** No