Engine Field Service Technician - Level II

DESCRIPTION

Under limited supervision, the Field Service Technician performs diagnostics, preventative maintenance, troubleshooting, and moderately complex repairs on Cummins engines and related systems at customer sites. The role involves direct customer interaction, technical support, and collaboration with internal teams to resolve field issues efficiently and professionally.

Key Responsibilities

• Perform field test support for mileage accumulation and release of technical reports.
• Provide Techline support for non-CMI (Cummins Manufacturing Incorporated) customers.
• Support RAT (Reliability Action Team) for resolution of field-critical issues.
• Analyze telematics and data logger outputs using MATLAB and other tools.
• Assist the field service team in diagnosing and resolving engine-related issues.
• Engage with customers courteously and professionally, ensuring prompt attention to their needs.
• Use specialized tools and follow documented procedures to diagnose and complete repairs.
• Conduct preventative maintenance activities on engines and related components.
• Escalate unresolved issues to senior technicians or supervisors.
• Complete service documentation, including worksheets, timesheets, and warranty claims.
• Identify additional service opportunities and communicate them to customers.
• Maintain service vehicles and tools in clean and operational condition.
• Adhere to all Health, Safety & Environmental (HSE) policies and report incidents as required.

• Apprentice Trained Engine Technician (Preferred)
• Vocational diploma from a relevant technical institution
• Valid local driving permit
• Licensing may be required for compliance with export controls or sanctions regulations

• Communicates Effectively: Tailors communication to different audiences for clarity and impact.
• Customer Focus: Builds strong relationships and delivers customer-centric solutions.
• Develops Talent: Supports the growth and development of others.
• Manages Complexity: Analyzes complex information to solve problems effectively.
• Self-Development: Seeks opportunities for learning and growth.
• Health and Safety Fundamentals: Promotes a proactive safety culture.
• Diagnostics Application: Translates customer complaints into actionable troubleshooting plans.
• Electronic Service Tool Application: Uses appropriate tools for diagnostics and maintenance.
• Engine Systems Interactions: Understands and diagnoses system-level interactions.
• Product Repair and Maintenance: Performs quality repairs within standard timeframes.
• Service Documentation: Accurately captures and records service data.
• Technical Escalation: Escalates and documents unresolved technical issues.
• Values Differences: Embraces diverse perspectives and cultures.

• Basic to intermediate field service experience with engine products
• Experience in customer service and technical support
• Proficiency in MATLAB for data analysis
• Familiarity with telematics systems and data loggers
• Knowledge of Cummins diagnostic tools and service procedures
• Ability to interpret and analyze interactions of mechanical and electrical systems
• Competence in using electronic service tools and interpreting results
• Strong documentation and reporting skills