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.

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.