DESCRIPTION

Job Summary:

Diagnoses and completes less complex repairs to engines at the customer's site. Ensures customer satisfaction by providing timely and professional service, performing preventative maintenance, and escalating unresolved issues when needed.

Key Responsibilities:

• Engage with customers in a courteous, professional manner, addressing their needs promptly.
• Use specialized tools and follow documented procedures to diagnose and perform less complex engine repairs.
• Perform preventative maintenance activities on engines and related components as per established schedules and standards.
• Escalate unresolved issues to more experienced technicians or supervisors.
• Complete required service documentation such as worksheets, timesheets, warranty claims, and other quality documents, either manually or in business systems.
• Identify and communicate additional service opportunities to the customer.
• Ensure the cleanliness and proper functioning of service vehicles and tools.
• Adhere to all relevant Health, Safety & Environmental policies, procedures, and legislation, and report any issues or incidents to management and supervisors.
• Complete necessary training to meet skill and business requirements.

• Communicates Effectively: Deliver multi-mode communications that meet the unique needs of different audiences.
• Customer Focus: Build strong relationships and deliver customer-centric solutions.
• Develops Talent: Assist in developing people to meet their career goals and the organization's objectives.
• Manages Complexity: Make sense of complex, high-quantity information to solve problems effectively.
• Self-Development: Actively seek new growth and development opportunities.
• Health and Safety Fundamentals: Model proactive safety behaviors to foster a safe, injury-free workplace.
• Diagnostics Application: Translate customer complaints into a troubleshooting plan, using specialized tools and diagnostics software.
• Electronic Service Tool Application: Use electronic tools to diagnose and maintain products, interpreting results for further service steps.
• Engine Systems Interactions: Understand and analyze internal and external engine systems (e.g., exhaust, cooling, fuel systems) to diagnose and repair.
• Product Repair and Maintenance: Repair and maintain mechanical/electrical products, following guidelines and minimizing the customer's cost of ownership.
• Service Documentation: Ensure accurate service documentation in the service management system for tracking and payment.
• Technical Escalation: Elevate technical issues as needed, ensuring smooth transitions and timely responses to customer concerns.
• Values Differences: Recognize and value different perspectives and cultures within the organization.

• Basic level field service work experience with engines.
• Intermediate knowledge and/or experience with engine products.
• Customer service experience in field service environments.
• Experience with Insite/In-Power software is mandatory.
• Mining machinery experience (e.g., Dumpers, Excavators) is an added advantage.
• Basic data handling and soft skills are required.