On Site Service Technician - Level II

DESCRIPTION

Job Summary:

Serves as the technical specialist and primary customer support contact to diagnose and complete fewer complex repairs to Cummins products at a single customer's site. Ensures adherence to company standards while delivering efficient, reliable, and high-quality service.

Key Responsibilities:

• Engage customers professionally, anticipating and addressing their needs promptly and efficiently.
• Utilize specialized tools and follow documented procedures to diagnose and perform basic repairs, including preparing required parts and tools.
• Provide coaching on preventative maintenance and basic repairs for customer employees.
• Escalate unresolved issues to experience On Site Technicians or Supervisors as necessary.
• Document service activities, including service worksheets, timesheets, warranty claims, and quality forms.
• Maintain a clean and organized work area, ensuring tools are operational and in compliance with safety standards.
• Ensure adherence to all Health, Safety, and Environmental policies and promptly report incidents or issues to site management and supervisors.
• Conduct field failure analysis and support the dispatch of defective parts to the plant for corrective action.
• Attend and resolve field failures (BSVI and BSIV) in a timely manner to minimize downtime.
• Provide detailed failure reports to internal teams for corrective actions and support infant care for emerging product issues.
• Deliver technical training to OEMs, OEM dealers, and service center personnel to enhance operational excellence.
• Support warranty handling, including diagnosis, conclusion of warranty disposition, and customer updates.
• Maintain and update the service database, ensuring accurate records of service activities and monthly reporting.

• Communicates Effectively: Tailors communication to audience needs, ensuring clear and professional delivery.
• Customer Focus: Builds and maintains strong customer relationships with a commitment to customer satisfaction.
• Manages Complexity: Analyzes technical issues and identifies effective solutions.
• Develops Talent: Coaches and trains customer and internal teams to ensure long-term success.
• Health and Safety Fundamentals: Proactively adheres to and promotes safety behaviors.
• Diagnostics Application: Translates customer issues into effective troubleshooting plans.
• Electronic Service Tool Application: Effectively uses diagnostic tools like INSITE for troubleshooting and repair.
• Engine Systems Interaction: Applies knowledge of mechanical and electrical systems to efficiently diagnose and repair issues.
• Service Documentation: Ensures detailed and accurate documentation of service activities and findings.
• Technical Escalation: Escalates complex technical issues appropriately while maintaining a clear record of steps taken.
• Values Differences: Recognizes and respects diverse perspectives to drive better solutions.

• Apprentice Certified Power Generation or Engine Technician (Preferred).
• Vocational diploma from a relevant technical institution.
• Current relevant electrical certification (optional).
• Valid local driving permit

• Experience:
• Basic-level field service experience.
• Intermediate knowledge of power generation or engine products.
• Experience in high voltage/low voltage systems (preferred).
• Customer service experience with a strong problem-solving focus.
• Hands-on experience with vehicle-level analysis, including troubleshooting engine and aftertreatment systems.
• Ability to strip down and rebuild components such as turbochargers, dosing systems, and fuel systems.
• Technical Proficiency:
• Basic knowledge and application of electronic service tools like INSITE.
• Proficient in analyzing and troubleshooting mechanical, electrical, and electronic systems.
• Additional Skills:
• Strong organizational and training capabilities for coaching OEM and service center teams.
• Effective reporting and database management, including incident reporting in tools like ePIR.