Cummins leverages predictive maintenance and AI to boost uptime across global service network
Cummins is using predictive analytics, AI, and a global service network spanning 190 countries to help customers avoid costly downtime across critical industries like data centers and mining.
- 190
- 3,700
- 19,000
- 3,600 years
What Happened
In a recent episode of its Power Onward podcast, Cummins executives discussed how the company maintains uptime for customers across the globe. Erica, who leads Global Sales and Service, and Robert Simmons, who leads service and support for the DBU, explained that predictive maintenance and AI tools are helping technicians prevent failures and respond faster. The conversation highlighted the importance of combining global standards with local flexibility to deliver consistent, reliable service.
- Predictive maintenance helps customers avoid costly downtime by catching issues before they cause failures.
- Local expertise is critical for adapting global service standards to regional customer needs.
- AI supports technicians by speeding up troubleshooting and research, but human experience remains essential for final decisions.
190 countries
Cummins operates over 3,700 locations with 19,000 certified dealers worldwide.
“We have predictive analytics so we're actually able to see the machine, monitor the machine from a distance and see issues before they happen. When you can do that, the customer doesn't experience as much downtime.”
Cummins uses an 80% ruthless standardization model, where global processes are defined but 20% is left flexible for regional customization. This approach ensures consistency for global customers while allowing local teams to address specific needs, such as different mining operations or data center requirements. Field service engineers, with a combined experience of over 3,600 years, play a key role in shaping engineering and service decisions.
“AI is really leaning in to help... making those employees more efficient so that they can do the work easier, quicker. It takes away some of the frustration, some of the non-value added work.”
Why this matters
This story shows how a major power technology company blends advanced technology with human expertise to improve reliability for customers who depend on uninterrupted operations. For industries like hospitals, mines, and data centers, every minute of downtime has serious consequences. Cummins' approach demonstrates that AI can assist technicians without replacing them, helping to scale service and maintain work-life balance.
Terms in This Story
- Predictive maintenance
- Using data and analytics to predict when equipment might fail, allowing repairs before breakdowns occur.
- Uptime
- The amount of time a system or equipment is operational and available for use.
- Artificial Intelligence (AI)
- Technology that enables machines to perform tasks that typically require human intelligence, such as learning and problem-solving.
Summarised from the linked release; details can be imperfect — always verify against the original source.