Service Engineer -Level III - Rapid Awareness Service Engineering

DESCRIPTION

Key Responsibilities:

• Independently performs diagnostics and completes repairs on equipment at customer site.
• Maintains productive customer relations and ensures prompt and efficient attention to customer needs to minimize customer product downtime.
• 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, etc.
• Manages parts and spares inventory at the work site.
• Escalates unresolved issues to product specialists / Supervisor.
• Completes required documentation, such as service worksheets, timesheets, warranty claims, quality documents via handwritten forms or business system input screens.
• Identifies additional sales and service opportunities with customer.
• Completes training in line with skill and business requirements.
• Maintains work area and tools for cleanliness and proper operation.
• Ensures adherence to all relevant Health Safety & Environmental policies, procedures, and legislation and reports any issues/incidents to site management and to their supervisor.
• Coordinates with CFT team for effective coordination at HO and ensures effective support for field service engineering deliverables.
• Provides field test support and tool validations for new product launches and inputs for CFT team.
• Develops diagnostic tools for field with support from Engineering in line with field test and field service learnings.

• Apprentice Certified Power Generation and/or Engine Technician.
• Vocational diploma from 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 in order to build an interdependent culture and contribute to an injury-free workplace.
• Diagnostics Application: Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided workflows, 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.
• 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 (exhaust, heating, cooling, fuel systems, driveline, aftertreatment, controls, sensors, etc.) by applying tools, service publications (Cummins, Original Equipment Manufacturer) 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 check 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 in order 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 in order 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.

• Significant field service work experience.
• Extensive knowledge of power generation and/or engine products.
• Basic understanding of competitors and typical industry practices.
• High Voltage/Low Voltage practical experience (optional).