DESCRIPTION

Job Summary:

Serve as a technical specialist and the primary customer support contact, providing diagnostic services and executing complex repairs to engine products directly at customer locations. Act as a key contact to ensure customer needs are met through efficient, high-quality service

Key Responsibilities:

• Customer Relations: Build and sustain productive customer relationships, ensuring prompt and efficient service that meets customer needs.
• Diagnostics & Repairs: Utilize specialized tools and follow established procedures and policies to diagnose and complete complex engine repairs at the customer's site.
• Preventative Maintenance: Perform scheduled preventative maintenance on engines and related components, adhering to documented standards.
• Issue Escalation: Identify and escalate unresolved issues to product specialists or supervisors for further assistance.
• Technical Coaching: Mentor technicians and apprentices, sharing knowledge and expertise; may review repair plans and provide work direction.
• Documentation: Complete service-related documentation, including service worksheets, timesheets, warranty claims, and quality forms, using either handwritten forms or business system inputs.
• Sales & Service Opportunities: Identify potential sales and service opportunities with customers.
• Training: Participate in ongoing training to meet skill development and business requirements.
• Vehicle & Tool Maintenance: Ensure the cleanliness and proper functioning of the service vehicle and tools.
• Health, Safety & Environmental Compliance: Adhere to relevant HSE policies, procedures, and legislation, and report any issues or incidents.

• Communicates Effectively: Able to convey technical information clearly, adapting to various audiences.
• Customer Focus: Build strong relationships with customers, delivering customer-centric solutions.
• Develops Talent: Support the growth of others through mentorship, aligning individual career goals with company objectives.
• Manages Complexity: Effectively solve complex, multi-layered issues in a structured and logical manner.
• Manages Conflict: Address and resolve conflicts with minimal disruption.
• Self-Development: Proactively seek new opportunities for growth and skills enhancement.
• Health and Safety Fundamentals: Demonstrate proactive health and safety behavior, contributing to a culture of safety.
• Diagnostics Application: Translate customer issues into effective troubleshooting steps; utilize tools and software to isolate failed components, validate repairs, and document results.
• Electronic Service Tool Application: Identify and use the appropriate hardware/software tools to diagnose and resolve service issues.
• Engine Systems Interactions: Analyze interactions within engine systems and subsystems (e.g., exhaust, cooling, fuel systems) to diagnose and repair issues effectively.
• Product Repair & Maintenance: Perform repairs and maintenance per Cummins guidelines, using required tools to achieve quality and cost-efficiency.
• Service Documentation: Accurately capture customer and equipment data in service systems for thorough record-keeping.
• Technical Escalation: Use available resources for technical issue resolution, capturing troubleshooting steps for efficient problem-solving.
• Values Differences: Embrace diverse perspectives and backgrounds, fostering an inclusive team environment.

• Preferred: Apprentice-trained Engine Technician
• Required: Vocational diploma from a relevant technical institution
• Required: Valid local driving permit
• Licensing: May require compliance with export controls or sanctions regulations.

• Significant experience in field service work.
• Advanced knowledge of engine products.
• Proven customer service experience.
• Experience in providing technical guidance to junior technicians (preferred).

1. Rail Application Exposure: Understanding of rail-specific engine applications.
2. Electrical Background: Technical foundation in electrical systems.
3. Rail Contracts: Competency in managing and executing tasks under rail contracts.