Cummins Inc. Digital Product Support Level 2 Analyst in Columbus, Indiana
Digital Product Support Level 2 Analyst
Digital Product Support Level 2 Analyst
Our culture believes in POWERING YOUR POTENTIAL . We provide global opportunities to develop your career, make your community a better place and work with today’s most innovative thinkers to solve the world’s toughest problems.
We believe in flexibility for you to explore your passions while making an impact through meaningful work within our inclusive workforce. That’s what #LifeAtCummins is all about.
We are looking for a talented Digital Product Support Level 2 Analyst to join our team for our Distribution Business.
In this role, you will make an impact in the following ways:
Provides data and analysis of Customer Support activities, performance, and issues for Customer Support Supervisors and Managers.
As a member of the Contact Center team, provides data and analysis of activities, performance, and issues for Supervisor and Manager review; monitors Automatic Call Distribution System and develops reports and analysis.
Participates in continuous improvement activities; provides data to support changing and improving processes in line with changing customer expectations/organizational goals; may act as project coordinator for complete projects, or project manage a portion of a larger project.
Understands existing and new Contact Center policies and procedures; develops methods for collecting and reporting data to support
Contact Center metrics and decision making; reports on customer satisfaction metrics; assists with workforce management with call volume and staffing level analyses.
Identifies trends and suggests causes and solutions for review by Supervisors and Managers.
To be successful in this role you will need the following:
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.
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.
Education, Licenses, Certifications
Demonstrated role competence is required. College, university, or equivalent Bachelor's degree in relevant discipline is preferred.
This position may require licensing for compliance with export controls or sanctions regulations.
Minimal relevant work experience required.
Provide technical support for less complex service related issues.
Serve as technical support resource providing diagnostic support on less complex warranty and non-warranty repair events.
Formulate and direct less complex repair plans.
Document the results of diagnostic and repair actions in the appropriate database clearly and concisely.
Manage the escalation of complex requests to the appropriate level of support.
Assists with diagnostic support and escalation process improvement activities.
Maintain knowledge and technical understanding of current products and new products.
Promote Cummins Service capability and service programs to increase sales.
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.
Primary Location United States-Indiana-Columbus-US, IN, Columbus, Commons Office Building
Job Type Experienced - Exempt / Office
Recruitment Job Type Exempt - Experienced
Job Posting Mar 16, 2023, 8:29:15 PM
Unposting Date Ongoing
Organization Distribution Business
Req ID: 230002XI