Engine Field Service Technician - Level II

DESCRIPTION

Job Summary:

Diagnoses and completes engine repairs, ranging from less complex to advanced, at the customer's site, ensuring high-quality service delivery and excellent customer satisfaction.

Key Responsibilities:

• Engage with customers courteously and professionally, building strong relationships and delivering customer-centric solutions.
• Anticipate and address customer needs promptly and efficiently.
• Use specialized tools and documented procedures to diagnose and complete repairs, from simple to complex, including identifying and preparing required parts and tools.
• Perform preventative maintenance on engines and related components per documented schedules and standards.
• Escalate unresolved issues to more experienced technicians, supervisors, or product specialists as necessary.
• Maintain accurate documentation, including service worksheets, timesheets, warranty claims, and quality reports.
• Identify additional sales and service opportunities and communicate them to customers.
• Coach and develop junior technicians and apprentices by sharing knowledge and providing work direction.
• Maintain service vehicle and tools for cleanliness, functionality, and compliance with operational standards.
• Adhere to all Health, Safety, and Environmental (HSE) policies, procedures, and legislation, reporting any issues or incidents to site management and supervisors.
• Participate in training programs aligned with skill and business requirements.

• Technical Skills:
• Proficient in diagnostics applications, translating customer complaints into actionable troubleshooting plans.
• Skilled in using electronic service tools and software for diagnosing, troubleshooting, and maintaining engine systems.
• Understanding of engine systems interactions (electrical and mechanical), including exhaust, cooling, fuel, driveline, and after-treatment components.
• Competent in product repair and maintenance, ensuring adherence to guidelines and quality standards.
• Proficient in-service documentation and technical escalation processes.
• Soft Skills:
• Communication: Ability to convey clear, audience-specific information effectively.
• Customer Focus: Dedicated to building relationships and providing customer-centric solutions.
• Problem Solving: Adept at managing complexity, making sense of contradictory information, and resolving issues effectively.
• Conflict Management: Skilled at handling conflicts professionally and efficiently.
• Team Development: Experience in mentoring and helping others achieve professional goals.
• Self-Development: Actively seeks opportunities for growth through formal and informal channels.
• Education:
• Vocational diploma in a relevant technical field (preferred).
• Apprentice-trained engine technician (preferred).
• Licenses/Certifications:
• Locally valid driving permit.
• May require licensing for compliance with export controls or sanctions regulations.
• Experience:
• Basic to expert-level field service experience with engine products.
• Proven customer service experience.
• Experience coaching and mentoring junior technicians is preferred.

• Other Competencies:
• Champions proactive health and safety behaviors to foster an injury-free workplace.
• Recognizes and values diverse perspectives and cultures within the organization.

• Specialized Role:
• Diploma/equivalent in electrical engineering for data center support or suitable experience preferred.
• Extensive hands-on experience with engine products and related field service work is highly desirable.