Technical Service Support Specialist

We are looking for a talented Technical Service Support Specialist to join our team specializing in Service for Cummins, Inc. in Indianapolis, IN 100% remote.

In this role, you will make an impact in the following ways: 

• Deliver timely and accurate diagnostic support for less complex warranty and non-warranty repair events, reducing downtime and improving service responsiveness.
• Formulate and direct effective repair plans that enable first-time fix success and consistent repair quality.
• Clearly and concisely document diagnostic findings and repair actions in the appropriate systems to support compliance, historical tracking, and knowledge sharing.
• Assess issue complexity and manage escalations to higher levels of support to ensure complex problems are resolved efficiently and correctly.
• Contribute to continuous improvement of diagnostic and escalation processes by identifying trends, gaps, and opportunities to streamline support.
• Maintain strong technical knowledge of current and new Cummins products to provide accurate guidance aligned with evolving technologies.
• Serve as a trusted technical resource for internal teams, strengthening confidence in service decisions and repair recommendations.
• Promote Cummins service capabilities and programs during support interactions, helping drive service adoption and incremental sales growth.

To be successful in this role you will need the following: 

• Communicates effectively - Understand the unique needs and preferences of different stakeholders. Customize your communication to address these nuances. Utilize various communication modes to ensure your message is understood.

• Service Documentation - record all relevant information, ensuring that details are precise and complete. Follow established procedures and use the required service tools consistently to maintain high standards. Regularly check your documentation for errors and completeness.

• Technical Escalation - Make full use of available data management tools and resources to gather information. Know when to escalate issues to higher expertise, balancing the need for quick customer responses with thorough investigation.

• Service Capability, Capacity and Coverage - Understand customer expectations and business priorities to provide consistent service. Regularly review service capability metrics to identify areas for improvement. Prioritize and address channel development opportunities to enhance service delivery.

Education/Experience: 

• 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. 
• Intermediate level of relevant work experience required. 
• Prior experience in a technical role is preferred.

Additional Information: 

We are looking for a talented Technical Service Support Specialist to join our team. 

Location: Remote. This is a work-from-home, off-site position. 
Shift: 10:00 AM Eastern – 7:00 PM Eastern, Monday–Friday 

Shift times/details: 

• May change based on coverage driven by customer demands. 
• This could include changes in hours and days, including overnight and weekend coverage. 
• The L2 advocate may also be called upon to provide coverage on holidays. 
• Holiday pay will be honored for those who work a shift that falls on a holiday. 

Required Product Skills 

• Highly skilled in providing troubleshooting, diagnostic, and warranty support on Cummins diesel and spark-ignited products ranging from 2.2–15 liter displacement for on-highway and industrial applications. 
• Willingness to adapt and support evolving business needs by learning and supporting additional product lines and services, including Accelera technologies (BEV, Electrolyzers, Fuel Cells), Marine products, Telematics devices, Crate engines, Warranty, Catastrophic Failure Investigations, and Recon. 

Tools 

• This position requires advanced electronic tooling proficiencies including, but not limited to, QSOL, Service Suite, Parts.Cummins.com, RSW, GCE, SEDB, Windchill, Insite, and Guidanz. 
• Candidates must be able to clearly demonstrate how they currently use data and analytical tools to process engine data and support diagnostic decision‑making. The role requires a willingness to learn and develop proficiency in Excel, DIAdem, and additional tools and systems to provide accurate diagnostic direction and root cause identification. 

Below are the additional traits we will be looking for, in addition to the key skills outlined above. Our culture is an important part of what makes our team successful. 

Safety Focused: 
Maintain required safety-related training based on Cummins and CARE guidelines. Promote and improve safety practices for yourself and those around you, continually working toward an independent safety culture. 

Responsive: 
Empathize with customers’ concerns and demonstrate ownership to resolve issues with a sense of urgency while providing a positive customer experience. Seek feedback from repair locations, team members, and subject matter experts to resolve cases efficiently and accurately. 

Communication: 
Demonstrate detailed technical communication, both verbal and written. This position requires clear and concise documentation using Write Smart guidelines. Actively participate in conversations related to improved customer service. Listen with positive intent and communicate challenges within the CARE organization and beyond for a seamless customer experience. Share knowledge and publish learnings in the Knowledge Management System. 

Passion: 
Possess the knowledge to take a systemic approach with the capacity to think creatively and utilize a structured problem-solving process. Be driven to continuously improve processes and set high personal goals for growth. Innovate and develop interim solutions to remedy or limit customer issues. Ensure information is shared within the organization to expedite future repairs. 

Self-Motivated: 
Committed to success both personally and as a team. Able to work remotely with little supervision and manage one’s own schedule. Effectively prioritize workload, training, development, and special project work. 

Flexibility: 
Able to support customers both remotely and onsite. Willing to support markets outside the standard scope of the position when needed. 

Workspace: 
This position requires a dedicated or private workspace with appropriate lighting, ergonomic furniture, space for equipment, a reliable internet connection, and the ability to maintain all provided equipment in good working condition. 

Compensation: 

Please note that the salary range provided is a good faith estimate on the applicable range. The final salary offer will be determined after considering relevant factors, including a candidate’s qualifications and experience, where appropriate.