DESCRIPTION
Job Summary:
The Engine Field Service Technician - Level III is a technical specialist and the primary customer support contact responsible for diagnosing and executing complex repairs on engine products at the customer's site. This role requires a deep understanding of engine systems, the ability to perform preventive maintenance, and the capacity to coach and guide junior technicians.
Key Responsibilities:
- Customer Relations: Establish and maintain productive relationships with customers, ensuring prompt and efficient attention to their needs.
- Technical Repairs: Utilize specialized tools and adhere to documented procedures to diagnose and complete complex engine repairs at customer sites.
- Preventative Maintenance: Perform scheduled maintenance activities on engines and related components as per documented standards.
- Issue Escalation: Escalate unresolved issues to product specialists or supervisors, ensuring timely resolution.
- Coaching and Development: Mentor and develop technicians and apprentices, providing work direction and sharing knowledge and experience.
- Documentation: Complete required documentation such as service worksheets, timesheets, and warranty claims, using handwritten forms or business system input screens.
- Sales and Service Opportunities: Identify additional sales and service opportunities with customers and communicate them effectively.
- Training: Complete training as required to meet skill and business requirements.
- Equipment Maintenance: Maintain service vehicle and tools, ensuring cleanliness and proper operation.
- Health, Safety & Environmental Compliance: Adhere to all relevant Health, Safety & Environmental policies and procedures, reporting any issues or incidents to site management and supervisors.
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RESPONSIBILITIES
Competencies:
Technical Proficiency:
- Skilled in electrical and electronic troubleshooting on powered applications and emissions engines.
- Proficient in power generation panels and controllers.
- Experienced in alternator service and repairs.
Communication: Able to develop and deliver clear, multi-mode communications that meet the unique needs of different audiences.
Customer Focus: Strong ability to build and maintain customer relationships, delivering customer-centric solutions.
Complex Problem Solving: Capable of making sense of complex, high-quantity, and sometimes contradictory information to effectively solve problems.
Conflict Management: Effectively handle conflict situations with minimal disruption.
Self-Development: Actively seeks out new ways to grow and be challenged, using both formal and informal development channels.
Health and Safety: Champions and models proactive health and safety behaviors, contributing to an injury-free workplace.
D iagnostics Application: Skilled in troubleshooting and resolving engine issues using specialized tools and diagnostic software.
Electronic Service Tool Application: Proficient in identifying and using appropriate electronic tools for service events.
Engine Systems Interaction: Understands and analyzes interactions between internal and external electrical and mechanical systems to diagnose and repair effectively.
Product Repair and Maintenance: Expertise in repairing and maintaining mechanical and electrical products within standard repair times to ensure quality.
Service Documentation: Accurately documents customer, equipment, and technical information for service management systems.
Technical Escalation: Efficiently escalates technical issues, ensuring accurate and timely responses to customers.
Values Differences: Recognizes and appreciates the value of diverse perspectives and cultures within the organization.
Education, Licenses, Certifications:
- Vocational diploma from a relevant technical institution.
- Apprentice Trained Engine Technician (preferred).
- Locally valid driving permit.
- Position may require licensing for compliance with export controls or sanctions regulations.
Experience:
- Field Service Experience: Significant experience in field service work, particularly with engine products.
- Technical Expertise: Expert-level knowledge of engine products.
- Customer Service: Proven experience in providing excellent customer service.
- Coaching: Experience in providing technical advice and mentoring to junior technicians (preferred).
QUALIFICATIONS
Additional Skills:
Electrical & Electronic Troubleshooting: Proficient in diagnosing and repairing electrical and electronic issues in power generation applications and emissions-controlled engines.
Power Generation Panels & Controllers: Experienced in working with power generation panels and controllers, ensuring they operate effectively and meet required specifications.
Alternator Service & Repairs: Skilled in the maintenance, service, and repair of alternators, ensuring their optimal performance.
Job Service
Organization Cummins Inc.
Role Category Hybrid
Job Type Technician
ReqID 2401639
Relocation Package No