Bangalore, Karnataka, India
Information Technology
Full-Time
Cummins West Africa Limited
Overview
Description
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
Competencies:
Experience Requirements:
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.
- 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.
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.
- 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.
- 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
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
- 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
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