Engine Field Service Technician - Level III

DESCRIPTION

Job Summary:

Technical specialist and primary customer support contact responsible for diagnosing and executing complex repairs on engine products at customer sites.

Key Responsibilities:

• Establish and maintain productive customer relations, ensuring prompt and efficient attention to customer needs.
• Utilize specialized tools and documented procedures to diagnose and perform complex engine repairs at customer sites.
• Conduct preventative maintenance activities per documented schedules and standards.
• Escalate unresolved technical issues to product specialists or supervisors.
• Coach and mentor technicians and apprentices by transferring knowledge and providing work direction.
• Review repair plans, parts lists, and necessary documentation to ensure efficient service execution.
• Complete all required service documentation, including service worksheets, timesheets, warranty claims, and quality documents.
• Identify additional sales and service opportunities through customer interactions.
• Maintain and clean service vehicles and tools to ensure proper operation.
• Ensure adherence to all Health, Safety, and Environmental (HSE) policies , and report any issues or incidents to site management and supervisors.

• Communicates Effectively - Develops and delivers multi-mode communications that cater to different audiences.
• Customer Focus - Builds strong customer relationships and delivers customer-centric solutions.
• Develops Talent - Supports and mentors others in their career and skill development.
• Manages Complexity - Analyzes high-volume, sometimes contradictory, information to resolve issues efficiently.
• Manages Conflict - Effectively handles difficult situations with minimal disruption.
• Self-Development - Continuously seeks opportunities to enhance knowledge and skills.
• Health and Safety Fundamentals - Champions and enforces proactive safety behaviors to foster a culture of injury-free operations.
• Diagnostics Application - Translates customer complaints into troubleshooting plans and executes repair strategies using electronic and mechanical service tools.
• Electronic Service Tool Application - Utilizes a suite of hardware and software tools to diagnose and repair engine products efficiently.
• Engine Systems Interactions - Analyzes interactions between internal and external engine systems (exhaust, cooling, fuel systems, aftertreatment, sensors, etc.) to diagnose and resolve issues.
• Product Repair and Maintenance - Follows guidelines for mechanical/electrical product repair, ensuring a quality outcome within standard repair times.
• Service Documentation - Accurately records service work performed, ensuring historical tracking and payment validation.
• Technical Escalation - Gathers and escalates unresolved technical issues while maintaining detailed documentation of troubleshooting steps.
• Values Differences - Recognizes and appreciates diverse perspectives in a collaborative work environment.

• Preferred: Apprentice-Trained Engine Technician.
• Vocational diploma from a relevant technical institution .
• Mandatory: Locally valid driving permit.
• May require licensing for compliance with export controls or sanctions regulations .

• Extensive field service experience working with engine products .
• Expert-level knowledge of engine systems, diagnostics, and repairs .
• Prior experience in customer service and technical problem resolution .
• Experience in mentoring and training junior technicians (preferred).

• Establish and maintain productive customer relations, ensuring prompt attention to their needs.
• Use specialized tools and follow documented procedures to diagnose and perform complex repairs on engines and related components at customer sites.
• Conduct preventative maintenance activities as per documented schedules and standards.
• Escalate unresolved issues to product specialists or supervisors.
• Coach and mentor technicians or apprentices by transferring knowledge and providing work direction.
• Review repair plans, parts lists, and other necessary documentation.
• Complete all required service documentation, including service worksheets, timesheets, warranty claims, and quality documents.
• Identify additional sales and service opportunities during customer interactions.
• Maintain and clean service vehicle and tools to ensure proper operation.
• Adhere to all Health, Safety, and Environmental policies and report any incidents to management and supervisors.