Cummins Inc. Cummins Customer Care Associate, Warranty and Diagnostic Support in Nashville, Tennessee

Cummins Customer Care Associate, Warranty and Diagnostic Support


Cummins is a place big enough to coach and develop a global workforce and create the world’s leading clean, engine technology. We’re also small enough for you to find your fit and personal passion with a team of dependable, innovative thinkers who are developing their careers within a diverse, inclusive, empowering environment.

Learn more about this role and how you can begin Working Right .

Our Corporate Business Unit delivers reliable, durable, high performing products to our global partners. Working in an innovative space, you’ll develop high tech solutions that will fuel your advanced career skill set and empower you to own your career. Our integrated businesses demand the talents and creativity of individuals with a wide range of skills and experience.

This is an exciting opportunity in Nashville, TN for a Cummins Customer Care Associate, Warranty and Diagnostic Support. Cummins USA is where you can work on industry leading projects.

Your impact will happen in these and other ways:

  • Act as the central point of communication between the customer and Cummins to provide the ultimate customer experience.

  • Document intermediately (fully proficient) customer interactions information within Cummins, strengthening the link between the customer and the factory.

  • Build a professional relationship with customers to increase loyalty in the Cummins’ products.

  • Maintain a high level of professionalism with composure and resilience.

  • Provide Intermediate direct and prompt assistance to customers through various media (phone, email, letter, and fax), acting as a customer advocate.

  • Resolve all common customer issues through a broad understanding of Cummins processes, systems, and practices at an expanded level of understanding with limited escalations.

  • Demonstrate leadership skills in a cross-functional organization, building relationships and managing conflict with customer.

  • Manage escalated issues from internally and/or externally as required providing documentation throughout process.

  • Contribute to the development of customer and knowledge database(s) by accurately and consistently recording customer contact information and Frequently Asked Questions (FAQ).

  • Share information by providing assistance to peers while having openness to learning and contributing to the development of a positive work environment within Customer Care.

  • Manage the coordination of product information between business units, distributors, end users, etc.

  • Support/manage contact center quality improvements and response targets.

  • Participate in Six Sigma as a team member and input ideas into hopper.

  • Effective time management skills.

  • Ability to be flexible with time constraints and scheduling if applicable

  • Partner with internal Customer Care employees, distributors, suppliers, and other business units to maximize service to customers.

  • Manage assigned accounts/end users/distributors/ in house customers aligned with Service Level Agreement that includes but not limited to daily/weekly/monthly reporting measures, communication with details, follow through with deliverables, etc. with ability to train others.


Skills and Experience Required:


  • Intermediate(fully proficient) in the application of customer service knowledge/ skill setin a wide range of work situations.

  • Fullyproficient in practical experience interacting with customers providingtechnical direction.

  • Ability tointerpret troubleshooting trees to provide assistance to customers.

  • Ability tomanage and train conflict resolution and diffuse situations to provide optimalend results.

  • Fullyproficient skills in planning/organizing, problem solving, attention to detail,accuracy, and professionalism.

  • Able toadvise/train others of status at any time throughout the process of customerexperience.

  • Intermediateskills with computer related programs such as Microsoft Suite (Word, Excel,Power Point, etc.).Able to type 40 WPM.

  • Able toperform with no guidance effectively with Telephony System and TelephonyQuality Compliance by providing documentation for each contact.

  • Ability toanalyze and understand Telephony reporting measures.

  • Intermediateskill sets of applicable database systems (SOMS, GOMS, Seibel, IMS, Red Prairieand /or Citrix) and ability to run reporting measures.

  • Intermediate(fully proficient) understanding of Cummins products (engines, filtration,power generators, components, marine products, high horsepower products, Dodgeapplications, etc.) with the ability to train others.

  • Intermediate(fully proficient) understanding of diesel engine operation, parts, andwarranty support to our end users and fleet users and ability to train others.

  • Intermediateunderstanding of Logistical concepts with the ability to train others.

  • Thoroughunderstanding and ability to train on knowledge of Engine Familiarization.

  • Thoroughunderstanding schematic/blue prints/wiring diagrams with the ability to train.

  • Capable ofanalyzing data to provide suggestions to reduce variations throughimplementation of new processes.


  • At least 3years of customer support experience experience.

  • Leadershipexperience desired.

  • Technicalexperience includes diesel or gas technician or service writer.

Required Education, Licenses or Certifications

  • HS diploma required.

  • Technicalassociate's degree preferred.

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.

Ready to think beyond your desk? Apply for this opportunity to start your career with Cummins today.

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Primary Location United States-Tennessee-Nashville-US, TN, Nashville, CBS Customer Care

Job Type Experienced - Professional / Office

Recruitment Job Type Office

Job Posting May 16, 2018, 8:46:05 AM

Unposting Date Ongoing

Req ID: 180002YF