Cummins Inc. Cummins Care - Service Provider Support (SPS) - Technical & Warranty Support in Nashville, Tennessee
Cummins Care - Service Provider Support (SPS) - Technical & Warranty Support
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
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.
Customer service skills with these positions is key! Prior technical experience or education in the field would be ideal as this position is fairly technical. This position requires a lot of documentation so someone who can type quickly with minimal spelling errors would be the most successful in this role. Someone also who can “talk the talk” with the technicians and service professionals would be a great asset.
There is a lot of research that is done with these positions. So someone familiar with or competent with researching and dissecting information will be key to the success with this role.
Primary Location United States-Tennessee-Nashville-US, TN, Nashville, CBS Customer Care
Job Type Experienced - Exempt / Office
Recruitment Job Type Office
Job Posting Sep 15, 2021, 2:23:33 PM
Unposting Date Ongoing
Req ID: 21000654