Technical Service Representative – Level III - Bilingual (English/Spanish)

Cummins•Shoreview, MN

About The Position

We are looking for a talented CGTA Service Representative – Level III to join our team specializing in Service for our Cummins Inc. facility in Shoreview, MN. In this role, you will make an impact in the following ways: Delivering Exceptional Customer Support: Be the go-to expert for end-users, distributors, and dealers, providing timely and accurate assistance across multiple channels—chat, email, and phone—ensuring a seamless customer experience. Enhancing Customer Satisfaction: Resolve non-routine issues independently and efficiently build trust and loyalty, directly contributing to improved customer satisfaction and retention. Strengthening Knowledge Management: Generate and maintain knowledge content to ensure that both customers and internal teams have access to accurate, up-to-date information, reducing resolution time and increasing consistency. Driving Process Improvements: Support and potentially lead improvement initiatives that enhance customer experience and align with organizational goals, to be a key part of continuous improvement. Mentoring and Training New Hires: Understand Cummins systems and processes deeply and play a vital role in onboarding and training new team members, accelerating their ramp-up time and boosting team performance. Escalating with Precision: When issues require higher-level intervention escalate with clear documentation to ensure swift and effective resolution, minimizing disruption for the customer. Becoming a Subject Matter Expert (SME): Influence best practices and help shape support strategy by using expertise in the position as a trusted resource within the team. Supporting Multi-Channel Excellence: Reinforce Cummins reputation for reliability and service by being adaptable across communication platforms, ensuring that customers receive consistent, high-quality support, no matter the way they reach out.