Sr. Specialist - Cummins CARE Operations (Supervisor)
Cummins India
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Job Description
Key Responsibilities
- Lead and supervise a team of 8–10 customer support professionals managing Engine & PowerGen diagnostic and repair instruction operations.
- Provide operational data, performance analysis, and reporting for Customer Support Supervisors and Managers.
- Monitor Automatic Call Distribution (ACD) systems and prepare reports related to customer support activities, staffing, call volumes, and service performance.
- Manage customer escalations and support Cummins customers, dealers, and technicians through phone, email, and chat channels.
- Develop and enhance technical understanding of OBD systems, DMS tools, Engine ECM calibration, and exhaust emission norms and policies.
- Coordinate with product development, quality, and cross-functional teams to resolve technical and operational issues efficiently.
- Monitor support tickets, service metrics, SLAs, and turnaround times to ensure operational excellence.
- Assist in developing and implementing support processes, policies, and best practices aligned with customer expectations and business objectives.
- Analyze customer feedback, operational trends, and service capability metrics to identify improvement opportunities.
- Lead or participate in continuous improvement initiatives focused on process optimization and customer satisfaction.
- Train, mentor, and develop team members to enhance technical knowledge, service delivery, and overall team performance.
- Prepare regular operational and customer satisfaction reports for leadership review.
- Collaborate with internal stakeholders to stay updated on new product features, releases, and service requirements.
- Adapt to rotational shifts and support 24x7 operations, primarily during night shifts.
- Strong leadership and team management capabilities.
- Excellent verbal and written communication skills.
- Strong customer focus and relationship management skills.
- Effective problem-solving and analytical abilities.
- Ability to manage complexity and handle conflict professionally.
- Strong collaboration and cross-functional coordination skills.
- Adaptability to changing business and customer requirements.
- Knowledge of continuous improvement methodologies and process optimization.
- Ability to monitor and analyze operational performance metrics.
- Strong interpersonal and mentoring skills.
- Detail-oriented with strong organizational skills.
- Familiarity with customer support platforms such as Genesys, Omnichannel, and Salesforce.
- Exposure to analytics and reporting tools.
- Understanding of automotive systems, engine diagnostics, and repair techniques.
- Knowledge of OBD systems, DMS tools, ECM calibration, and emission norms.
- Lean Six Sigma Green Belt certification or higher preferred.
- Minimum 7–8 years of overall professional experience.
- 3–5 years of experience in customer service, operations management, technical support, or related supervisory roles.
- Proven experience leading and mentoring teams in a customer support or operations environment.
- Experience managing escalations, operational metrics, and customer satisfaction initiatives preferred.
- Location: Pune
- Shift: Rotational 24x7 operations, primarily night shift (4:00 PM onwards).
- Bachelor’s degree in Mechanical Engineering, Automotive Engineering, or a related discipline preferred.
- Master’s degree (MBA or equivalent in Operations or related field) preferred.
- College, university, or equivalent degree in a relevant discipline or equivalent work experience required.
- This position may require licensing for compliance with export controls or sanctions regulations.
Organization Cummins Inc.
Role Category On-site with Flexibility
Job Type Exempt - Experienced
ReqID 2429662
Relocation Package No
100% On-Site No
About The Company
Cummins India
At Cummins, we are on a mission of making people’s lives better by powering a more prosperous world. It starts with what we do and guides us to always innovate products that power our stakeholders – customers, employees, shareholders, communities, partners, dealers, investors, and more. While our products may look different in the years to come, we will always be the makers – the innovators – who continue to reinvent and redesign to create a more sustainable world for all. Cummins India is a leading provider of integrated power solutions for the industrial and automotive sectors, operating through sixteen companies. With 22 state-of-the-art manufacturing plants, assembly, and distribution facilities, and over 10,000 employees in India, the group offers a wide portfolio engaged in designing, manufacturing, distributing, and servicing diesel and natural gas engines and powertrain-related component products. This is the official account of Cummins India where we will be sharing insights, achievements, and the latest news across all our entities and businesses.
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