Senior Analyst, Big Data Analytics & Engineering

lead knowledge-sharinginitiatives within the team.- Generate and maintain comprehensive knowledge content and service documentation for enhanced service delivery.- Support continuous improvement projects that strengthen customer experience and business outcomes.- Utilize analytics and customer insights to identify service gaps, recommend solutions, and drive operational excellence.- Collaborate with distribution and internal teams for order management activities and effective service support.- Assist customers with product order details including parts availability, pricing, order entry, order status, invoicing, and logistics queries.- Maintain adherence to service capability, coverage standards, and warranty procedures.ResponsibilitiesCompetencies- Action Oriented Shows urgency and enthusiasm in solving challenges.- Customer Focus Builds strong relationships and delivers customer-centric solutions.- Communicates Effectively Adapts communication style to diverse audiences.- Collaborates Partners effectively to achieve shared business objectives.- Manages Complexity Processes complex information to recommend effective solutions.- Directs Work Provides direction and removes obstacles to enable success.- Manages Conflict Handles difficult situations constructively.- Values Differences Appreciates diverse perspectives and cultures.- Service Capability, Capacity & Coverage Ensures channels are capable and efficient to meet customer expectations.- Service Information & Documentation Organizes and captures technical data accurately for service delivery.- Warranty Process Analyzes customer issues to determine qualification and completes claims as per guidelines.Education, Licensing & CertificationsRequired- High school diploma / Secondary education completion or equivalent experience as per regulatory requirements.Preferred (Internal & External Consideration)- Bachelor's degree in Business, Management, or related field. (MBA preferred)- Compliance licensing may be required based on regional export control and sanctions regulations.QualificationsSkills & Experience- 3+ years of relevant work experience in customer support, technical support, or call center operations.- Strong proficiency in Microsoft Excel, ERP systems, and familiarity with analytics tools such as Power BI .- Exceptional written and verbal communication skills with strong problem-solving and conflict resolution capabilities.- Ability to analyze data and implement actionable insights for operational improvement.- Prior experience in parts support, order management, and cross-functional communication strongly preferred.- Demonstrated ability to adapt in a fast-paced, multi-channel customer environment.- Ability to mentor, guide and influence peers with strong teamwork and leadership attributes.Preferred Attributes- Strategic thinking capability to manage complex operational scenarios.- Passion for continuous improvement and delivering superior customer experiences.- Ability to balance multiple priorities while maintaining high accuracy and service quality.Job ServiceOrganization Cummins Inc.Role Category HybridJob Type OfficeReqID 2421112Relocation Package Yes