DESCRIPTION

Job Summary:

The On-Site Service Technician acts as the technical specialist and primary customer support contact at a single customer site, responsible for independently diagnosing and completing equipment repairs. The role will also include marine installation and commissioning onsite at nominated shipyards.

Key Responsibilities:

• Independently diagnose and perform repairs on equipment at the customer site.
• Maintain productive customer relations and ensure prompt attention to customer needs to minimize downtime.
• Provide coaching on preventative maintenance or repairs to less experienced technicians and customer personnel; may provide work direction and review repair plans, parts lists, and tool requirements.
• Manage parts and spares inventory at the worksite to ensure availability for repairs.
• Escalate unresolved technical issues to product specialists or supervisors for further analysis.
• Complete necessary documentation such as service worksheets, timesheets, warranty claims, and quality documents via handwritten or business system input.
• Identify and communicate additional sales and service opportunities to customers.
• Maintain cleanliness and proper operation of the work area and tools.
• Adhere to Health, Safety, and Environmental policies, procedures, and legislation, reporting any issues or incidents to site management and supervisors.
• Complete required training in line with skill and business needs.

• Communicates Effectively: Tailor communications to different audiences, ensuring clarity and understanding.
• Customer Focus: Build and maintain strong customer relationships by delivering customer-centric solutions.
• Develops Talent: Mentor and guide others to meet their career goals while achieving organizational objectives.
• Manages Complexity: Make sense of complex or contradictory information to solve problems effectively.
• Manages Conflict: Handle conflict situations calmly and effectively with minimal disruptions.
• Self-Development: Seek continuous improvement opportunities through formal and informal learning channels.
• Health and Safety Fundamentals: Champion health and safety behaviors to foster a culture of safety and reduce workplace injuries.
• Diagnostics Application: Develop troubleshooting plans based on customer complaints, use specialized service tools and software to diagnose problems, and ensure repairs resolve the issue.
• Electronic Service Tool Application: Use the appropriate hardware and software tools for diagnostics and troubleshooting, interpreting results to determine the next steps.
• Engine Systems Interactions: Analyze interactions between internal and external systems (e.g., exhaust, fuel, cooling) to diagnose and repair engine issues using tools and service publications.
• Product Repair and Maintenance: Perform mechanical and electrical product repairs following guidelines, ensuring quality, timely repairs, and minimizing customer costs.
• Service Documentation: Accurately document technical data and customer information in the service management system for future reference.
• Technical Escalation: Use data management tools to escalate complex issues while balancing customer response time and investigation efforts, ensuring accurate troubleshooting records.
• Values Differences: Recognize the importance of diverse perspectives and cultural differences in problem-solving and collaboration.

• 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
• Licensing may be required for compliance with export control or sanctions regulations.

• Extensive field service experience, particularly with power generation and/or engine products.
• Basic understanding of competitors and typical industry practices.
• High Voltage/Low Voltage practical experience (Optional).

• In-depth knowledge of service and installation for marine engines and gensets, including controls.
• Familiarity with marine certifications and trials (Preferred).
• Experience working with shipyards or refitting yards (Preferred).
• Ability to work independently at customer sites.