Engine Field Service Technician - Level III

DESCRIPTION

Job Summary:

The Engine Field Service Technician Level III acts as a technical specialist and the primary customer contact for diagnosing and executing complex repairs on Cummins engines and related systems at the customer's site. The role requires expert-level technical knowledge, effective communication, customer handling skills, and the ability to coach and guide less experienced technicians, ensuring a high level of service quality and customer satisfaction.

Key Responsibilities:

• Technical Diagnosis and Repair
• Apply specialized tools and follow documented procedures to diagnose and complete complex repairs at customer sites.
• Perform preventative maintenance on engines and related components according to service schedules and quality standards.
• Disassemble and assemble engines/power generators, inspect and replace parts according to re-use guidelines, and perform progressive damage checks.
• Customer Support and Relationship Management
• Establish and develop productive relationships with customers, ensuring prompt and efficient attention to customer needs.
• Identify and recommend additional sales and service opportunities during service events.
• Documentation and Reporting
• Complete all required service documentation, including worksheets, warranty claims, timesheets, and quality reports, using business systems or handwritten forms.
• Document results of troubleshooting for payment processing and historical tracking.
• Training and Team Development
• Coach and mentor technicians and apprentices; review repair plans and parts lists.
• Transfer knowledge and provide on-the-job technical guidance.
• Technical Escalation and Support
• Escalate unresolved technical issues to higher-level specialists or supervisors as needed, ensuring accurate and timely issue resolution.
• Capture and document troubleshooting steps thoroughly in technical databases.
• Health, Safety, and Environment Compliance
• Maintain adherence to all Health, Safety & Environmental (HSE) policies and procedures.
• Proactively report incidents or potential risks to site management and supervisors.
• Service Vehicle and Tool Management
• Ensure service vehicle and tools are maintained in a clean, operational condition always.

• Communicates Effectively - Tailors communication styles to suit different audiences and ensures clarity in messaging.
• Customer Focus - Builds strong customer relationships and delivers customer-centric service solutions.
• Develops Talent - Coaches and mentors team members to meet their career and technical development goals.
• Manages Complexity - Makes sense of complex information to solve technical problems effectively.
• Manages Conflict - Handles conflict situations effectively and maintains positive relationships.
• Self-Development - Actively seeks opportunities for personal and professional growth.
• Health and Safety Fundamentals - Champions proactive health and safety practices to contribute to an injury-free workplace.
• Values Differences - Recognizes and values diverse perspectives and experiences within the workplace.
• Diagnostics Application - Develops troubleshooting plans based on customer complaints; utilizes mechanical, electronic service tools, and software to isolate and repair faults.
• Electronic Service Tool Application - Identifies and operates electronic tools for maintenance, diagnosis, and repair.
• Engine Systems Interactions - Analyzes internal and external engine systems interactions (exhaust, cooling, fuel, driveline, aftertreatment, etc.) for accurate diagnosis and repair.
• Product Repair and Maintenance - Carries out repairs and maintenance tasks efficiently following Cummins standards.
• Service Documentation - Accurately records technical, customer, and equipment data for service management systems.
• Technical Escalation - Manages technical escalation paths for unresolved service issues while ensuring seamless communication and documentation.

• Education:
• Apprentice Trained Engine Technician (Preferred).
• Vocational diploma from a relevant technical institution.
• Licenses/Certifications:
• Locally valid driving permit required.
• May require licensing for compliance with export control or sanctions regulations.

• Significant field service work experience, especially with engine products.
• Expert-level technical knowledge of Cummins engines and associated systems.
• Direct customer service experience in technical support or service delivery role.
• Experience mentoring and coaching junior technicians (preferred).

• Solid knowledge and hands-on experience with:
• DETC/SPART/SPIC diagnostic and service tools.
• All Engine Applications across various industries.
• Railway Equipment servicing and maintenance.
• Excellent communication skills, both written and verbal.
• Strong customer handling and relationship management skills.
• Effective time management and prioritization in high-pressure environments.