Engine Field Service Technician - Level II

DESCRIPTION

Job Summary

The Field Service Engineer acts as a technical specialist and primary customer support contact, independently diagnosing and completing repairs to Cummins products at customer sites. This role involves hands-on service, troubleshooting, training, and support for both internal and external stakeholders, ensuring optimal product performance and customer satisfaction under limited supervision.

Key Responsibilities Technical Service & Troubleshooting

• Perform hands-on diagnostics and repairs on engines and aftertreatment systems at the vehicle level.
• Troubleshoot issues on vehicles, engines, gensets, and construction equipment.
• Utilize electronic service tools such as Insite for diagnostics and analysis.
• Strip down and rebuild components like turbochargers, dosing systems, and fuel systems to identify and resolve failures.

• Provide aftermarket service support to CCCs (Cummins Care Centers) and distributors.
• Attend and resolve field failures (AIS) for BSIV and BSVI vehicles within minimal turnaround time.
• Handle warranty cases and determine appropriate warranty disposition.
• Support infant care and emerging field issues for both CMI and non-CMI customers.
• Ensure timely dispatch of failed parts to the plant for analysis and feedback.

• Organize and deliver technical training sessions for OEMs and CCC service centers.
• Enhance technical capabilities of CTT ASCs through service support and parts availability.
• Maintain and update the ePIR database with incident reports and resolution details.

• Conduct service center audits and implement corrective actions.
• Maintain a comprehensive service database to support monthly reporting and performance tracking.
• Perform preventive maintenance activities as per documented schedules and standards.
• Complete service documentation including worksheets, timesheets, warranty claims, and quality reports.

• Vocational diploma from a recognized technical institution.
• Apprentice Trained Engine Technician (Preferred).
• Valid local driving permit.
• This position may require licensing for compliance with export controls or sanctions regulations.

• Communicates Effectively - Tailors communication to meet the needs of diverse audiences.
• Customer Focus - Builds strong relationships and delivers customer-centric solutions.
• Develops Talent - Supports the growth and development of others through training and mentorship.
• Manages Complexity - Analyzes complex information to solve technical problems effectively.
• Self-Development - Pursues continuous learning and professional growth.
• Health and Safety Fundamentals - Promotes a proactive safety culture and ensures compliance with HSE standards.
• Diagnostics Application - Translates customer complaints into actionable troubleshooting plans using specialized tools and workflows.
• Electronic Service Tool Application - Utilizes electronic tools to diagnose and resolve service issues.
• Engine Systems Interactions - Understands and analyzes interactions between mechanical and electrical systems for accurate diagnostics.
• Product Repair and Maintenance - Performs quality repairs and maintenance using standard procedures and tools.
• Service Documentation - Accurately records service activities and technical data for traceability and reporting.
• Technical Escalation - Effectively escalates unresolved technical issues and documents troubleshooting steps.
• Values Differences - Embraces diverse perspectives and fosters an inclusive work environment.

• Basic to intermediate level field service experience.
• Hands-on experience with engine systems and aftertreatment technologies.
• Proficiency in using electronic diagnostic tools (e.g., Insite).
• Strong troubleshooting skills across various platforms (vehicles, gensets, construction equipment).
• Experience in customer service and technical support.
• Ability to conduct training and technical audits.
• Familiarity with warranty handling and service documentation processes.