Engine Field Service Technician - Level III

DESCRIPTION

A customer-focused individual contributor responsible for providing advanced service engineering support in the field. This role involves diagnostics, repairs, and technical guidance for engine systems, with a focus on resolving critical and repeated issues. The Junior Shop Manager -2 works closely with field engineers, lab teams, and technical support to ensure timely issue resolution, data collection, and performance monitoring of customer vehicles.

Key Responsibilities

• Provide rapid response and technical support for critical field issues.
• Support Techline and AL Tech Line teams for issue resolution and vehicle turnaround.
• Track and update daily issue resolution via internal release trackers.
• Implement SOPs for handling critical field issues.
• Attend to repeated failures in customer vehicles and capture real-time data.
• Guide field engineers in breakdown resolution and data collection.
• Coordinate DEF/Fuel/Oil sample collection and lab analysis.
• Ensure timely return of failed parts to PCP for engineering analysis.
• Install data loggers on customer vehicles for performance tracking.
• Organize field resources for immediate support and diagnostics.
• Coordinate with engineering and lab teams for part analysis and resolution.
• Attend and update field issues in EP-FIRG forums.
• Implement STEP 3 & STEP 6 solutions in field vehicles and monitor performance.
• Supervise contract resources for vehicle data collection and restoration.
• Analyze field failures and define accurate problem statements.
• Perform complex diagnostics, repairs, and preventative maintenance on engine systems.
• Escalate unresolved issues to product specialists or supervisors.
• Document service activities, warranty claims, and quality reports.
• Identify additional service opportunities and support customer satisfaction.
• Maintain service vehicle and tools in optimal condition.
• Ensure compliance with health, safety, and environmental policies.

• Apprentice Trained Engine Technician (Preferred).
• Vocational diploma from a relevant technical institution.
• Locally valid driving permit.
• Intermediate level knowledge obtained through training or on-the-job experience.

• Significant field service work experience.
• Diploma in Mechanical or Electrical Engineering.
• Expert-level knowledge of engine products.
• Experience in customer service and technical coaching (preferred).

• Communicates Effectively - Tailors communication to audience needs.
• Customer Focus - Builds strong relationships and delivers solutions.
• Develops Talent - Coaches and supports team development.
• Manages Complexity - Analyzes and simplifies complex issues.
• Manages Conflict - Resolves issues with minimal disruption.
• Self-Development - Pursues growth through formal and informal channels.
• Health and Safety Fundamentals - Promotes a safe work culture.
• Diagnostics Application - Troubleshoots and validates repairs.
• Electronic Service Tool Application - Uses tools for diagnostics and maintenance.
• Engine Systems Interactions - Diagnoses system-level interactions.
• Product Repair and Maintenance - Performs quality repairs and inspections.
• Service Documentation - Captures and verifies service data.
• Technical Escalation - Elevates and documents unresolved issues.
• Values Differences - Embraces diverse perspectives and cultures.

• 1-3 years of relevant experience in service engineering or mechanical testing.
• Strong understanding of engine systems and interactions (fuel, exhaust, cooling, etc.).
• Proficiency in diagnostics using electronic service tools and software.
• Experience in data logger installation and real-time data analysis.
• Ability to guide and mentor field engineers and technicians.
• Familiarity with service documentation and escalation protocols.
• Hands-on experience with mechanical/electrical repairs and maintenance.
• Strong coordination and communication skills across teams.
• Ability to manage complexity and resolve conflicts effectively.
• Customer-focused mindset with a drive for results.

• This position may require licensing for compliance with export controls or sanctions regulations.
• Candidates must be eligible to work in the region and meet applicable certification requirements.