DESCRIPTION

Key Responsibilities:

• Diagnostics and Repairs : Independently performs diagnostics and completes repairs on equipment at customer sites.
• Customer Relations : Maintains productive customer relations and ensures prompt and efficient attention to customer needs to minimize product downtime.
• Coaching and Direction : Coaches on preventative maintenance and/or repairs completed by more experienced technicians and/or customer technicians; may provide work direction to others; may review repair plans, parts, and tool lists.
• Inventory Management : Manages parts and spares inventory at the work site.
• Issue Escalation : Escalates unresolved issues to product specialists or supervisors.
• Documentation : Completes required documentation, such as service worksheets, timesheets, warranty claims, and quality documents via handwritten forms or business system input screens.
• Sales and Service Opportunities : Identifies additional sales and service opportunities with customers.
• Training : Completes training in line with skill and business requirements.
• Work Area Maintenance : Maintains work area and tools for cleanliness and proper operation.
• Health and Safety : Ensures adherence to all relevant Health, Safety & Environmental policies, procedures, and legislation and reports any issues/incidents to site management and their supervisor.

• Apprentice Certified Power Generation and/or Engine Technician.
• Vocational diploma from a relevant technical institution (preferred).
• Current relevant electrical certification (optional).
• Locally valid driving permit.
• This position may require licensing for compliance with export controls or sanctions regulations.

• Communicates Effectively : Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Customer Focus : Building strong customer relationships and delivering customer-centric solutions.
• Develops Talent : Developing people to meet both their career goals and the organization's goals.
• Manages Complexity : Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Manages Conflict : Handling conflict situations effectively, with a minimum of noise.
• Self-Development : Actively seeking new ways to grow and be challenged using both formal and informal development channels.
• Health and Safety Fundamentals : Champions and models proactive health and safety behaviors by identifying, reporting, and participating in actions to improve health and safety to build an interdependent culture and contribute to an injury-free workplace.
• Diagnostics Application : Translates customer complaints to develop troubleshooting plans; troubleshoots issues following guided workflows, procedures, specialized equipment, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaints to ensure resolution; documents result of troubleshooting in business systems for payment and historical tracking.
• Electronic Service Tool Application : Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.
• Engine Systems Interactions : Interprets and analyzes the interactions of internal and external electrical and mechanical systems by applying tools, service publications, and taking measurements to efficiently and correctly diagnose and repair.
• Product Repair and Maintenance : Repairs and maintains mechanical/electrical products following guidelines, using required tools within standard repair time to ensure a quality repair; disassembles and assembles engines or power generators following guidelines, using required tools to ensure a clean and organized environment; inspects and replaces parts and components following re-use guidelines to minimize customers' cost of ownership; performs progressive damage checks following guidelines to restore to pre-failure condition.
• Service Documentation : Creates and verifies customer, equipment, and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system to have an accurate record of the work done.
• 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 to ensure seamless transitions and accurate response to ticket resolution in a timely manner.
• Values Differences : Recognizing the value that different perspectives and cultures bring to an organization.

• Tracking all NON CMI incidents with QRT and ensuring resolution within 24 hours.
• Providing technical support to QRT for diagnosis of NON CMI products.
• Ensuring parts stock as per incidents and OEM critical requirements.
• Tracking critical CES product failures and supporting the PQC team with failed parts.
• Monitoring all CES field validations and sending reports to service engineering.
• Releasing CES scorecards for all India performance.
• Coordinating between field teams and service engineering teams for CES field issues.
• Tracking reverse logistics and DPR process adherence at CCC.
• Ensuring all CBU (MCI & NON CMI) failed parts receipt compliance and quality.
• Extensive knowledge of power generation and/or engine products.
• Basic understanding of competitors and typical industry practices.
• High Voltage/Low Voltage practical experience (optional).
• 8-10 years of experience required.