Team Lead - Cummins CARE Operations • CUMMINS CARE SUPPORT AND LEADERSHIP

Job Summary:

Provides data and analysis of Customer Support activities, performance, and issues for Customer Support Supervisors and Managers.

Key Responsibilities:

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. Competencies:
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.

Customer focus - Building strong customer relationships and delivering customer-centric solutions.

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.

Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

Situational adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.

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.

Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

Education, Licenses, Certifications:
College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required
This position may require licensing for compliance with export controls or sanctions regulations.

Experience:
Minimal relevant work experience required.

Key Responsibilities

• Lead a team of 8-10 technical support professionals serving the North America region.

• Provide technical assistance on diesel engine and PowerGen diagnostics, repairs, and troubleshooting.

• Build and maintain strong relationships with key stakeholders across Service, Engineering, Warranty, Product Support, Sales, and Regional Operations teams.

• Manage customer and dealer escalations, ensuring timely and accurate resolution.

• Collaborate with dealers, distributors, field service, engineering, and product support teams.

• Escalate complex technical issues with complete diagnostic documentation.

• Analyse repeat failures, identify root causes, and recommend corrective actions.

• Train and mentor team members on diagnostics, service processes, and warranty procedures.

• Drive continuous improvement initiatives focused on service quality, productivity, and customer satisfaction.

Required Competencies

• Strong knowledge of diesel engines, generator sets, and repair diagnostics.

• Expertise in troubleshooting, root cause analysis, and failure investigation.

• Strong stakeholder management skills with the ability to influence and collaborate across global and cross-functional teams.

• Customer-focused mindset with excellent communication skills.

• Strong problem-solving, decision-making, and stakeholder management abilities.

• Proven leadership and team development capabilities.

Education & Experience

• Bachelor's Degree in Mechanical, Automobile, or related Engineering discipline.

• MBA or equivalent qualification preferred.

• 10+ years of experience in Aftersales Service, Technical Support, Warranty Operations, or Field Service.

• Experience supporting diesel engines, PowerGen equipment, industrial engines, or heavy-duty applications preferred.

• Prior people leadership experience is highly desirable.

Technical Skills

• Diesel engine and PowerGen diagnostics and repair support.

• CRM, DMS, Warranty Systems, and Omnichannel support platforms.

• Strong MS Excel and data analysis skills.

Ability to interpret diagnostic reports, fault codes, service manuals, and technical documentation.