Engine Field Service Technician - Level III

DESCRIPTION

Job Summary

This is a customer-focused, individual contributor role responsible for performing complex diagnostics, repairs, overhauls, and rebuilds on multiple engine products at customer sites or company locations with minimal supervision. The role requires strong technical expertise, the ability to coach junior technicians, and a commitment to delivering exceptional customer service. The position also supports PM (Preventive Maintenance) tasks, B/C check tracking, coordination with customers and dealers, MIS reporting, and BD (Breakdown) tracking.

Key Responsibilities Customer Support & Relationship Management

• Establish and maintain productive customer relationships, ensuring timely and efficient responses to customer needs.
• Coordinate regularly with customers and dealers to resolve issues, schedule service support, and ensure service satisfaction.
• Identify additional service or sales opportunities during site visits and communicate them appropriately.

• Perform advanced diagnostics and complete complex repairs on engines and related components using specialized tools and documented procedures.
• Conduct preventive maintenance activities (PM) as per established schedules and guidelines.
• Perform B / C check tracking and ensure accurate follow-up on field maintenance requirements.
• Troubleshoot issues using electronic tools, diagnostic software, OEM guidelines, and Cummins service publications.
• Escalate unresolved technical issues to product specialists or supervisors.

• Complete service worksheets, timesheets, warranty claims, quality documents, and any required technical documentation.
• Release and maintain MIS reports related to service performance, PM schedules, breakdowns, and customer interactions.
• Track BD (Breakdown) events and document corrective actions taken.
• Ensure accurate entry of data into business systems for historical tracking and verification.

• Provide technical guidance, coaching, and knowledge transfer to junior technicians and apprentices.
• Review repair plans, parts lists, and documentation prepared by technicians as needed.

• Maintain service vehicle, tools, and equipment in clean and proper working condition.
• Ensure compliance with all Health, Safety & Environmental (HSE) policies and report incidents, hazards, or near-misses promptly.
• Support continuous improvement initiatives within the service team or region.

• Apprentice-trained Engine Technician (preferred).
• Vocational diploma from a relevant technical institution.
• Valid local driving permit.
• May require licensing to comply with export control or sanctions regulations.

• Communicates Effectively - Tailors communication to audience needs for clarity and impact.
• Customer Focus - Builds strong relationships and delivers customer-centric solutions.
• Develops Talent - Helps others grow through coaching and guidance.
• Manages Complexity - Interprets and solves complex technical and service issues.
• Manages Conflict - Handles difficult customer or team situations professionally.
• Self-Development - Actively seeks opportunities to grow technical and professional skills.
• Health & Safety Fundamentals - Champions a proactive safety culture.
• Diagnostics Application - Expert in diagnosing and validating repairs using tools and workflows.
• Electronic Service Tool Application - Applies electronic tools for troubleshooting and repair decisions.
• Engine Systems Interactions - Analyzes and interprets system interactions for accurate troubleshooting.
• Product Repair & Maintenance - Performs high-quality repairs and follows guidelines for disassembly, assembly, and parts reuse.
• Service Documentation - Accurately records all service-related information in business systems.
• Technical Escalation - Elevates complex issues while balancing timely customer response.
• Values Differences - Embraces diverse perspectives and team cultures.

• PM scheduling and execution
• B/C check tracking and coordination
• Customer and dealer coordination
• MIS report preparation and release
• Breakdown (BD) tracking and follow-up
• Strong diagnostic and troubleshooting skills
• Proficiency with electronic service tools and engine diagnostic software
• Ability to interpret engine system interactions (cooling, fuel, electrical, exhaust, aftertreatment, driveline, etc.)
• Strong understanding of Cummins and OEM service publications
• Effective communication skills-verbal and written
• Ability to coach, guide, and develop junior technicians

• Significant field service experience working on engine products.
• Expert-level knowledge of engine systems and troubleshooting.
• Customer service experience.
• Experience mentoring or providing technical guidance to junior technicians (preferred).