Analyst

We are looking for a proactive, highly motivated, self-driven and technically sound professional to join our team as an Engine and PowerGen L1 Diagnostic analyst in the Voice Process domain. This role involves handling voice-based diagnostic support for automotive engines, assisting customers and technicians in identifying and resolving Engine & PowerGen related issues through voice interactions.

Key Responsibilities:

• Respond to Technician queries via phone or email regarding engine and PowerGen diagnostics and performance issues.

• Perform Level 1 troubleshooting using diagnostic service manual and search portal of Cummins.

• Accurately capture Technician queries and identify basic level troubleshooting.

• Escalate complex issues to Level 2/3 support teams with detailed documentation.

• Maintain logs of diagnostic sessions and resolutions while utilization key applications including Salesforce and Genesys along with Cummins’ in-house applications.

• Ensure high-quality customer service and technical accuracy in every interaction.

Shift Timings – This role demands for suitable candidate to manage 24*7 operations – Predominant night shift (4pm onwards)

Qualifications:

• B.E. or B. Tech Mechanical/Automobile or Diploma in mechanical/Automobile engineering, Automotive Technology, or related field.

• 1–2 years of experience in engine diagnostics or technical support preferred.

• Strong verbal communication skills and fluency in English to be able to interact with NAM customers, dealers and distributors.

• Familiarity with automotive systems and basic diagnostic tools.

• Ability to follow structured troubleshooting protocols.

Preferred Skills:

• Experience in voice-based customer support or call center operations.

• Knowledge of OBD (On-Board Diagnostics) systems and fault codes.

• Basic understanding of engine components and common failure modes.

• Good listening skills and attention to detail.