DESCRIPTION

Key Responsibilities

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

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

• 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 minimal noise.
• Self-Development : Actively seek new ways to grow and be challenged using both formal and informal development channels.
• Health and Safety Fundamentals : Champion and model 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.
• Electronic Service Tool Application : Identify and utilize the appropriate electronic tool set to maintain the product or diagnose and troubleshoot issues.
• Engine Systems Interactions : Interpret and analyze the interactions of internal and external electrical and mechanical systems 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 quality.
• 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.
• Technical Escalation : Obtain product technical issue information and utilize available resources, elevating issues to a higher level of expertise as needed.
• Values Differences : Recognize the value that different perspectives and cultures bring to an organization.

• Knowledge/Skills :
• Responsible for handling critical and hard-to-diagnose cases escalated from the field.
• Knowledge sharing through preparing and sharing field learnings.
• Drive capability building for the Dealer response team in dealerships on diagnostics-related issues.
• Experience :
• 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).