Engine Field Service Technician - Level III

DESCRIPTION

Job Summary:

The Engine Field Service Technician - Level III is a technical specialist and the primary customer support contact for diagnosing and executing complex repairs on Cummins engine products at customer sites. The technician ensures the highest standard of service through expert knowledge, professional coaching, and strict adherence to safety and quality standards. This role also acts as a mentor to junior technicians while identifying service opportunities that support customer satisfaction and business growth.

Key Responsibilities:

• Customer Support & Relationship Management
• Establish and maintain strong, productive relationships with customers.
• Act as the main point of contact for technical service needs on-site.
• Identify and communicate opportunities for additional service and sales.
• Diagnostics & Repair Execution
• Perform complex diagnostics using mechanical and electronic tools, Cummins procedures, and computer software.
• Carry out complex repairs on engine products and associated components, ensuring adherence to quality standards and timelines.
• Utilize service publications and tools to analyze system interactions and resolve issues efficiently.
• Preventative Maintenance & Compliance
• Conduct preventative maintenance as per schedules, using documented Cummins standards.
• Maintain service documentation and ensure accurate records in business systems for historical and billing purposes.
• Escalate unresolved issues to product specialists or supervisors as necessary.
• Coaching & Technical Leadership
• Coach, guide, and transfer knowledge to junior technicians and apprentices.
• May provide work direction and review repair plans or parts lists.
• Health, Safety, and Environmental (HSE)
• Comply with all relevant HSE policies and procedures.
• Report any incidents or risks and champion proactive safety behaviors.
• Maintain a clean and safe work environment, including service vehicle and tools.

• Communicates Effectively - Tailors communication for various audiences, ensuring clarity.
• Customer Focus - Delivers customer-centric solutions and builds trust.
• Develops Talent - Mentors and supports the development of others.
• Manages Complexity - Solves multifaceted problems through structured approaches.
• Manages Conflict - Navigates conflict professionally to maintain relationships.
• Self-Development - Continuously seeks personal and professional growth.
• Values Differences - Respects diverse perspectives and cultural differences.
• Health & Safety Fundamentals - Promotes safety culture through actions and awareness.
• Diagnostics Application - Uses tools and data to troubleshoot complex engine issues and validate repairs.
• Electronic Service Tool Application - Leverages Cummins-specific software and hardware for diagnostics and servicing.
• Engine Systems Interactions - Understands interactions between engine subsystems (cooling, fuel, aftertreatment, etc.) for accurate diagnosis.
• Product Repair and Maintenance - Executes repairs per Cummins guidelines, ensuring high-quality standards and minimal downtime.
• Service Documentation - Accurately logs technical information in business systems for traceability.
• Technical Escalation - Applies structured escalation process for unresolved or advanced technical issues.

• Education:
• Vocational diploma or equivalent in Mechanical or Automotive Engineering from a recognized technical institution.
• Apprentice-trained Engine Technician (preferred).
• Licenses/Certifications:
• Valid local driving permit.
• May require certification for compliance with export controls or sanctions regulations.

• Extensive hands-on field service experience with Cummins or similar engine systems .
• Proven track record of high-quality engine diagnostics and repair.
• Demonstrated customer service experience in a technical field.
• Experience in providing technical coaching or leadership to junior technicians (preferred).

• Strong understanding of diesel and gas engine systems and their electrical/electronic controls.
• Ability to interpret technical documents, system schematics, and diagnostic software outputs.
• Proficient in using electronic service tools and specialized mechanical equipment.
• Excellent troubleshooting and repair skills in field environments.
• Effective at knowledge transfer and mentoring less experienced technicians.

• External candidates with experience in electrical and electronic systems in engines are encouraged to apply.
• This is a field-based role requiring travel to customer locations and consistent engagement with on-site equipment.
• Cummins values diversity and encourages individuals from all backgrounds to bring their unique perspectives to the team.