Engine Field Service Technician - Level III

DESCRIPTION

Job Summary:

The Engine Field Service Technician - Level II serves as a technical specialist and primary customer support contact to diagnose and execute complex repairs on engine products at customer sites. This role ensures high-quality service, fosters customer relationships, and contributes to technical expertise within the team.

Key Responsibilities:

• Establish and develop strong customer relationships to ensure efficient attention to customer needs.
• Utilize specialized tools and follow documented procedures to diagnose and complete complex repairs at customer sites.
• Perform preventative maintenance activities on engines and related components in the field as per scheduled standards.
• Escalate unresolved issues to product specialists or supervisors for resolution.
• Coach and develop junior technicians/apprentices by sharing knowledge and providing work direction.
• Review repair plans, parts lists, and documentation to ensure comprehensive service execution.
• Accurately complete service documentation, including worksheets, timesheets, warranty claims, and quality records.
• Identify additional sales and service opportunities to enhance customer experience and business growth.
• Maintain service vehicles and tools in a clean and operational state.
• Ensure strict adherence to Health, Safety, and Environmental policies, procedures, and applicable legislation. Report any issues or incidents promptly.

• Communicates Effectively - Develops and delivers multi-modal communication tailored to different audiences.
• Customer Focus - Builds strong customer relationships and delivers customer-centric solutions.
• Develops Talent - Helps people achieve their career and organizational goals.
• Manages Complexity - Analyzes complex information and makes effective decisions.
• Manages Conflict - Handles difficult situations with professionalism and minimal disruption.
• Self-Development - Continuously seeks growth opportunities through formal and informal learning.
• Health and Safety Fundamentals - Advocates and practices proactive health and safety behaviors to contribute to an injury-free workplace.
• Diagnostics Application - Translates customer complaints into troubleshooting plans, using mechanical/electronic service tools and software to identify and resolve issues.
• Electronic Service Tool Application - Utilizes the appropriate electronic tools to diagnose, maintain, and troubleshoot engine products.
• Engine Systems Interactions - Interprets and analyzes internal and external system interactions for efficient diagnosis and repair.
• Product Repair and Maintenance - Conducts repairs following standard procedures, ensuring quality and cost-effective service.
• Service Documentation - Accurately captures and records service details for historical tracking and billing.
• Technical Escalation - Utilizes available resources and escalates technical issues while ensuring proper documentation for efficient resolution.
• Values Differences - Recognizes and appreciates diverse perspectives and cultural contributions to the organization.

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

• Significant field service experience working with engine products
• Expert-level knowledge of engine products
• Strong customer service background
• Preferred: Experience in providing technical coaching to junior technicians

1. Customer Relationship Management - Build and maintain long-term relationships with key accounts.
2. Preventive Maintenance (PM) Quality - Enhance PM quality under CAMC agreements.
3. Predictive Maintenance Drive - Conduct analysis for five key customers.
4. Service Level Agreement (SLA) Compliance - Ensure 100% compliance with PM and breakdown SLAs, obtaining satisfactory certification from key customers.
5. Customer Satisfaction and Loyalty - Achieve vendor evaluation scores above 95% for all customers.
6. Team Efficiency and Effectiveness - Meet service matrix goals, execute support strategies, and provide Root Cause Analysis reports as per customer expectations.