Engine Field Service Technician - Level III

DESCRIPTION

Job Summary:

A technical specialist and primary customer support contact responsible for diagnosing and executing complex repairs on engine products at customer sites, ensuring prompt resolution of issues and maintaining productive customer relations.

Key Responsibilities:

• Establish and develop productive relationships with customers to address their needs promptly and efficiently.
• Utilize specialized tools and adhere to documented procedures to diagnose and complete complex repairs on-site.
• Conduct preventive maintenance activities per schedules and standards on engines and related components in the field.
• Escalate unresolved technical issues to product specialists or supervisors as needed.
• Coach and mentor technicians/apprentices by sharing knowledge, reviewing repair plans, and offering guidance.
• Complete all required documentation, including service worksheets, timesheets, warranty claims, and quality records.
• Identify opportunities for additional sales and services with customers.
• Maintain the service vehicle and tools in clean and operational condition.
• Ensure compliance with all relevant Health, Safety, and Environmental policies, procedures, and legislation, reporting issues to site management and supervisors.

• Technical Expertise:
• Diagnostics Application: Troubleshoot engine issues using guided workflows, tools, and software.
• Electronic Service Tool Application: Utilize hardware/software tools for service events and interpret diagnostic results.
• Engine Systems Interactions: Analyze and diagnose interactions between electrical and mechanical systems.
• Product Repair and Maintenance: Repair and maintain engines using tools and guidelines efficiently.
• Service Documentation: Accurately document customer, equipment, and technical information.
• Technical Escalation: Escalate and document technical issues for higher-level expertise when needed.
• Core Competencies:
• Communicates effectively.
• Customer-focused and relationship-driven.
• Develops talent by mentoring and coaching.
• Manages complexity and conflict with a solutions-oriented mindset.
• Demonstrates proactive health and safety behaviors.
• Values diverse perspectives and cultures.

• Education:
• Apprentice-trained Engine Technician (Preferred).
• Vocational diploma from a relevant technical institution.
• Licenses/Certifications:
• Locally valid driving permit.
• Licensing may be required for compliance with export controls or sanctions regulations.

• Significant field service work experience.
• Expert-level knowledge of engine products.
• Customer service experience.
• Proven ability to provide technical advice and mentoring to junior technicians (preferred).

• Relationship-building with key customers.
• Enhancement of preventive maintenance quality under CAMC.
• Predictive maintenance analysis and support strategy creation.
• SLA compliance with 100% adherence to preventive maintenance and breakdown resolution.