Field Service Engineering Specialist - Senior

DESCRIPTION

We are looking for a talented Field Service Engineering Specialist - Senior to join our team specializing in Service for Cummins, Inc. in Fridley, MN.

Job Summary

Complete PM and/or independently diagnoses and completes complex and critical repairs to Electrolyser products and related components at the customer's site. Also acts as Service specialist supporting team development through on the job coaching and mentoring.

In this role, you will make an impact in the following ways:

• Lead Investigations : Investigate product or system problems, understand causal mechanisms, and recommend appropriate actions.
• Support Failure Analysis : Assist in the failure analysis process on common failure modes (e.g., PIR, CCR, HTD, TSR).
• Document Actions : Clearly and concisely document the results of diagnostic and repair actions in the appropriate database.
• Knowledge Management : Share acquired knowledge with other teams through the Knowledge Management System (KMS), Quick Serve Online (QSOL) tickets, training, etc.
• Onsite Technical Support : Provide onsite technical expert support when required.
• Policy Input : Provide technical input for policy discussions and decisions.
• Investigate Complex Issues : Investigate complex emerging issues and product or process issues in the field, delivering robust technical solutions.
• Customer and Product Support : Provide product and customer support in the field, acting as a liaison during escalations to the Technical Territory Manager (TTM) or Engineering for product improvements and fixes. Implement non-complex Step 3 improvements without approval and complex Step 3 fixes after gaining appropriate approvals.

• Field Investigation and Support - Ensure clear and concise communication between technical problem solvers and the service channel. Utilize established problem-solving methods to gather and communicate technical information efficiently.
• Product Problem Solving - Always prioritize solutions that protect the customer.Implement robust solutions based on data analysis to determine the assignable cause and prevent problem recurrence.Identify systemic root causes and recommend actions to prevent future issues.
• Technical Customer Management - Represent Cummins effectively by being the main technical contact for customers.Provide necessary engineering data, documentation, and training to support the design and integration of equipment.Manage product changes smoothly to ensure the customer's business is not interrupted, maintaining regular communication with Product Development and the customer.
• Service Documentation - Manage product changes smoothly to ensure the customer's business is not interrupted, maintaining regular communication with Product Development and the customer.Use required service tools to capture specific data and follow procedures to document required information in the service management system.

• College, university, or equivalent degree in Engineering, or related field is highly preferred or relevant experience equivalent required.
• This position may require licensing for compliance with export controls or sanctions regulations.
• Basic to intermediate level of relevant work experience required. Prior experience in a technical role is preferred.

• Provides assistance to customers remotely through emails, telephone or video calls while working from office or home.
• Remotely extract data logs from electrolyzer products where available for operational and performance analysis.
• Coordinate with cross-functional team for parts ordering and delivery to customer location before traveling to site.
• Follow through with cross-functional team on any previous outstanding field escalation.
• Lead Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.
• Lead Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to issue resolution in a timely manner.

• Degree in engineering or technical diploma (electro-mechanical, oil and gas or Instrumentation) or relevant field experience.
• Standard field safety certifications such as fall arrest protection, first aid, working in heights, confined places, LOTO and other training courses as applicable

• Demonstrated ability working with automation, PLC controls, calibrating/troubleshooting process instrumentation.
• Experience with service work in the oil and gas industry, or the like, where there are high demands on safety.
• Experienced with use of hand tools as well as basic use of electronic diagnostic equipment.