DESCRIPTION

Job Summary:

The Engine Field Service Technician Level III serves as a technical specialist and primary customer support contact, diagnosing and executing complex repairs to Cummins engine products at customer sites. This role emphasizes providing exceptional customer service, ensuring repairs are completed efficiently, and supporting the development of junior technicians.

Key Responsibilities:

• Establish and develop productive customer relationships, ensuring prompt attention to customer needs.
• Utilize specialized tools and follow documented procedures to diagnose and complete complex repairs on engines and related components at customer locations.
• Perform preventative maintenance activities according to schedules and standards to maximize engine uptime and reliability.
• Escalate unresolved issues to product specialists or supervisors for guidance.
• Provide coaching, mentorship, and technical advice to technicians and apprentices, including reviewing repair plans and parts lists.
• Accurately document service work, including worksheets, timesheets, warranty claims, and quality reports using both manual forms and electronic systems.
• Identify additional sales and service opportunities with customers, enhancing service offerings.
• Maintain service vehicles and tools to ensure cleanliness and proper functionality.
• Adhere to all relevant Health, Safety & Environmental policies and procedures, reporting any incidents to site management and supervisors.
• Complete ongoing training to meet skill and business requirements, staying updated on new technologies and repair techniques.

• Communicates Effectively: Develops clear, audience-specific communications to ensure understanding.
• Customer Focus: Builds strong customer relationships to deliver solutions tailored to customer needs.
• Develops Talent: Invests in developing others to meet career and organizational goals.
• Manages Complexity: Analyzes complex, high-volume information to resolve issues effectively.
• Manages Conflict: Navigates conflict situations calmly and effectively to achieve positive outcomes.
• Self-Development: Seeks out new learning opportunities through formal and informal channels.
• Health and Safety Fundamentals: Proactively promotes health and safety behaviors to contribute to a safe workplace.

• Apprentice Trained Engine Technician (Preferred)
• Vocational diploma from a relevant technical institution
• Locally valid driving permit
• Licensing may be required for compliance with export controls or sanctions regulations

• Extensive field service work experience, particularly with engine diagnostics and repairs.
• Deep knowledge and experience with Cummins engine products, systems, and components.
• Prior customer service experience, with an ability to handle on-site interactions professionally.
• Experience providing technical guidance and mentorship to junior technicians is highly preferred.

• Diagnostics Application: Translates customer complaints into actionable troubleshooting plans using specialized tools and procedures; documents solutions to ensure a comprehensive repair history.
• Electronic Service Tool Application: Utilizes electronic tools and software to diagnose issues and guide repairs, interpreting results to recommend next steps.
• Engine Systems Interactions: Analyzes internal and external system interactions (e.g., exhaust, cooling, fuel systems) to diagnose and repair efficiently.
• Product Repair and Maintenance: Performs mechanical/electrical repairs using proper tools and within standard timeframes to ensure quality outcomes.
• Service Documentation: Collects and verifies equipment and technical information to maintain accurate records of service work.
• Technical Escalation: Utilizes resources, including data management tools, to escalate and resolve technical issues while ensuring timely customer responses.
• Values Differences: Recognizes and leverages the value of diverse perspectives in the workplace.

• Certification as a Cummins HHP Trained Engineer, with hands-on experience in Cummins Powered Controllers, ECMs, and panels.
• Proficiency in Cummins processes and systems, with strong communication and presentation skills.
• Excellent problem-solving abilities with a focus on quality and efficiency.
• Ability to manage multiple customer requirements simultaneously and effectively handle high-pressure situations.