Digital Product Support Specialist

Cummins • Sacramento, CA

1d • Remote

About The Position

We are looking for a talented Remote-Digital Product Support-Technical Service Support Specialist to join our team specializing for our Cummins Care Unit. This role provides technical support for less complex service-related issues. In this role, you will make an impact by delivering fast, accurate diagnostic support, documenting diagnostic steps and repair actions clearly, managing the escalation of complex cases, supporting enhancements to diagnostic workflows and escalation processes, maintaining strong technical knowledge of current and new Cummins products, and strengthening the customer experience by providing clear guidance, reducing downtime, and ensuring high-quality support across all channels.

Requirements

• College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required.
• Intermediate level of relevant work experience required.
• Strong analytical skills.
• Technical troubleshooting expertise.
• Ability to collaborate globally across multiple business and technology teams.
• Ability to maintain product stability, identify trends, and contribute to continuous product improvement.

Nice To Haves

• Prior experience in a technical role is preferred.

Responsibilities

• Build strong working relationships across branches, external partners, and global stakeholders.
• Deliver clear, audience-specific communication that translates technical findings into actionable guidance for customers, peers, and escalation teams.
• Understand customer needs deeply, respond with urgency, and provide solutions that build trust and long-term loyalty.
• Make sense of high-volume, sometimes contradictory technical data to identify root causes and recommend the right repair path.
• Learn quickly through hands-on troubleshooting, new product exposure, and feedback loops; adapt your approach as products and tools evolve.
• Use available tools, data, documentation, and expert networks efficiently to resolve issues without unnecessary delays.
• Apply diagnostic workflows, electronic tools, and software to isolate failures, validate repairs, and document results with precision.
• Understand service capability, capacity, and coverage to support consistent service delivery and identify opportunities to strengthen the channel.
• Capture accurate, complete, and compliant information in service systems to support warranty, traceability, and future troubleshooting.
• Know when to escalate, what information to provide, and how to ensure seamless handoff for timely resolution.
• Use the right electronic service tools, interpret results correctly, and apply them to guide next steps in the repair process.
• Leverage diverse perspectives and working styles to improve problem-solving, team cohesion, and customer outcomes.
• Investigate and resolve escalated digital product incidents and service requests.
• Perform detailed root cause analysis for complex stakeholder and system issues.
• Partner with product owners to coordinate issue resolution.
• Monitor product performance and identify trends, risks, and opportunities for improvement.
• Document findings, troubleshooting steps, and known solutions to support organizational knowledge sharing.
• Provide subject matter expertise and guidance to frontline support teams.
• Support incident management activities and contribute to service restoration efforts during critical events.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree