**DESCRIPTION** **Job Summary:** **Hybrid Role** The **Service Business Analyst** acts as a technical and operational liaison supporting Cummins’ service organization through complex data analysis, process optimization, and reporting. This role ensures fact-based decision-making across service functions while also supporting field diagnostics and high-level repair execution. The analyst will play a dual role: delivering insightful analytics to improve service operations Pan-India and supporting frontline service teams with expert-level technical understanding. **Key Responsibilities:** **Business Analysis & Operations Support** + Collect, consolidate, and interpret data to support service processes, tools, and performance metrics. + Analyze and document current business practices; identify process gaps and recommend improvements. + Monitor key service KPIs, identify trends, and provide actionable insights to leadership. + Prepare reports, dashboards, and evaluations that influence business decision-making. + Act as a bridge between business users, technical teams, and third-party providers to resolve service issues and optimize performance. + Support and track the execution of customer support functional projects, ensuring timely and quality delivery. + Participate in system/process testing for new rollouts or enhancements. + Serve as a liaison with both external providers and internal stakeholders for business support and issue resolution. + Drive and enhance adherence to Service KPIs across Pan-India. + Support the development of testing strategies and execution plans for new processes or system enhancements. + Contribute to special projects, process improvements, and other business initiatives as assigned. **Technical Field Service Support** + Apply diagnostic tools and specialized procedures to address and resolve complex engine and product issues on customer sites. + Perform and oversee preventive maintenance, complex repairs, and progressive damage checks. + Escalate unresolved technical issues to specialists and collaborate on resolutions. + Provide coaching to junior technicians and review repair plans, parts lists, and documentation. + Identify service upselling or process improvement opportunities during customer interactions. + Ensure compliance with HSE policies and maintain clean, operational work tools and vehicles. **RESPONSIBILITIES** **Competencies:** + **Communicates Effectively** – Clearly and consistently communicates across multiple channels to varied audiences. + **Customer Focus** – Prioritizes customer satisfaction through data-driven service improvements and proactive support. + **Manages Complexity** – Navigates ambiguity and large data sets to solve multifaceted problems. + **Manages Conflict** – Handles sensitive situations constructively, maintaining professionalism. + **Self-Development** – Actively seeks growth and keeps up to date with tools, systems, and technologies. + **Develops Talent** – Supports learning and development of team members and service partners. + **Values Differences** – Fosters an inclusive environment by valuing diverse perspectives. + **Health and Safety Fundamentals** – Promotes and practices safe behaviors, helping build a zero-incident culture. **Technical Competencies:** + **Diagnostics Application** – Troubleshoots complex engine and service issues using advanced workflows and electronic tools. + **Electronic Service Tool Application** – Utilizes tools such as INSITE and other Cummins software to diagnose and resolve technical issues. + **Engine Systems Interactions** – Understands and analyzes how various engine systems interrelate to identify root causes. + **Product Repair and Maintenance** – Performs advanced mechanical and electrical repairs to ensure quality outcomes. + **Service Documentation** – Accurately records service information, using business systems to support warranty and historical records. + **Technical Escalation** – Appropriately escalates unresolved issues while documenting root causes and actions for continuous improvement. **Education, Licenses, and Certifications:** + Vocational diploma or technical degree in Engineering or a related field (required) + Apprentice-trained engine technician (preferred) + Valid driving license (mandatory) + May require additional certifications for compliance with export control or local regulatory standards **QUALIFICATIONS** **Experience Requirements:** + Significant experience in field service or service operations, preferably in engine or power systems + Demonstrated ability in business analysis, performance reporting, and process improvement + Expert-level knowledge of Cummins engine products and diagnostic procedures + Prior experience in coaching, mentoring, or team leadership (preferred) + Experience working with data visualization/reporting tools (e.g., Power BI, Excel, SQL) is advantageous + Strong stakeholder management and cross-functional communication **Skills Summary:** + Service process analytics and KPI management + Complex diagnostic troubleshooting + Customer service and support operations + Report generation and interpretation + Data consolidation and project execution + Preventive maintenance planning + Team development and technical mentoring + HSE compliance and audit readiness **Job** Service **Organization** Cummins Inc. **Role Category** Hybrid **Job Type** Technician **ReqID** 2416668 **Relocation Package** Yes