DESCRIPTION

The Field Service Technician is a technical specialist and primary customer support contact responsible for diagnosing and executing complex repairs to engine products at the customer's site. This role involves engaging with customers, using specialized tools, and following documented procedures to ensure efficient and effective service delivery

Key Responsibilities:

• Establish and continually develop productive customer relations, ensuring prompt and efficient attention to customer needs.
• Apply specialized tools and follow documented procedures to diagnose and complete complex repairs at customer sites.
• Perform preventative maintenance activities as per documented schedules and standards on engines and related components in the field.
• Escalate unresolved issues to product specialists or supervisors.
• Coach and develop technicians and/or apprentices, transferring knowledge and experience to others; may provide work direction and review repair plans, parts lists, etc.
• Complete required documentation, such as service worksheets, timesheets, warranty claims, and quality documents via handwritten forms or business system input screens.
• Identify additional sales and service opportunities with customers.
• Complete training in line with skill and business requirements.
• Maintain service vehicle and tools for cleanliness and proper operation.
• Ensure adherence to all relevant Health, Safety & Environmental policies, procedures, and legislation, and report any issues/incidents to site management and supervisor.

• Significant field service work experience.
• Expert-level knowledge of and/or experience with engine products.
• Customer service experience.
• Experience providing technical advice and coaching to more junior technicians (preferred).
• Core responsibilities include channel partner structured engagement, building network capability, developing customer relationship management, and creating strong engagement processes with key customers.

• Communicates Effectively : Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Customer Focus : Build strong customer relationships and deliver customer-centric solutions.
• Develops Talent : Develop people to meet both their career goals and the organization's goals.
• Manages Complexity : Make sense of complex, high-quantity, and sometimes contradictory information to effectively solve problems.
• Manages Conflict : Handle conflict situations effectively, with a minimum of noise.
• Self-Development : Actively seek new ways to grow and be challenged using both formal and informal development channels.
• Health and Safety Fundamentals : Champion proactive health and safety behaviors to build an interdependent culture and contribute to an injury-free workplace.
• Diagnostics Application : Translate customer complaints to develop troubleshooting plans; troubleshoot issues using guided workflows, procedures, specialized equipment, and diagnostic software to isolate failed components and enable successful repairs; validate repairs by duplicating complaints to ensure resolution; document troubleshooting results in business systems for payment and historical tracking.
• Electronic Service Tool Application : Identify the suite of available hardware and software tools required for a service event; utilize the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interpret electronic tool results or recommendations to determine next steps for service resolution.
• Engine Systems Interactions : Interpret and analyze the interactions of internal and external electrical and mechanical systems (exhaust, heating, cooling, fuel systems, driveline, aftertreatment, controls, sensors, etc.) by applying tools, service publications (Cummins, Original Equipment Manufacturer) and taking measurements to efficiently and correctly diagnose and repair.
• Product Repair and Maintenance : Repair and maintain mechanical/electrical products following guidelines, using required tools within standard repair time to ensure a quality repair; disassemble and assemble engines or power generators following guidelines, using required tools to ensure a clean and organized environment; inspect and replace parts and components following re-use guidelines to minimize customers' cost of ownership; perform progressive damage checks following guidelines to restore to pre-failure condition.
• Service Documentation : Create and verify customer, equipment, and technical information; capture specific data using required service tools; follow procedures and document required information in the service management system to have an accurate record of the work done.
• Technical Escalation : Obtain product technical issue information and utilize available resources including data management tools; elevate issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; capture all troubleshooting steps in the appropriate database to ensure seamless transitions and accurate response to ticket resolution in a timely manner.
• Values Differences : Recognize the value that different perspectives and cultures bring to an organization.

• Vocational diploma from a relevant technical institution.
• Apprentice Trained Engine Technician (preferred).
• Locally valid driving permit.
• This position may require licensing for compliance with export controls or sanctions regulations.