The Sr. Specialist – Cummins CARE Operations (Supervisor) is responsible for supporting and supervising customer support operations by providing performance analysis, operational insights, and technical support coordination for Cummins Engine & PowerGen products. This role leads a team of customer support professionals, manages escalations, monitors operational metrics, and drives continuous improvement initiatives to enhance customer satisfaction and operational efficiency across multiple communication channels including phone, email, and chat. The position requires strong analytical, leadership, communication, and problem-solving capabilities, along with the ability to collaborate effectively with cross-functional teams in a fast-paced, rotational 24x7 operations environment.
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.
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