Engine Field Service Technician - Level III

DESCRIPTION

Job Summary

A customer-focused individual contributor responsible for delivering expert-level diagnostics, repairs, and support for Data Centre customers. This role involves proactive issue resolution, preventive maintenance, stakeholder coordination, and technical guidance. The specialist ensures high uptime of electrical and control components and contributes to dealership capability enhancement and customer satisfaction.

Key Responsibilities Customer Relationship & Support

• Build and maintain strong CRM with Data Centre customers in the assigned territory.
• Coordinate with internal and external stakeholders to ensure timely submission of failure RCA reports.
• Explore panel business opportunities during customer visits and pass leads to SMEs.
• Identify additional sales and service opportunities during field interactions.

• Perform complex diagnostics, repairs, overhauls, and rebuilds on engine and electrical products at customer sites.
• Use specialized tools and follow documented procedures to complete service tasks.
• Escalate unresolved issues to product specialists or supervisors.
• Ensure timely resolution of critical and repetitive product issues.
• Implement proactive SRN review and monitoring to minimize downtime.

• Enhance Preventive Maintenance Compliance for Alternators and NGPI.
• Ensure availability of critical parts to support quick issue resolution.
• Perform preventive maintenance activities as per documented schedules and standards.

• Coach and develop dealership technicians and apprentices.
• Share technical knowledge and review repair plans and documentation.
• Participate in continuous improvement initiatives and capability enhancement programs.

• Complete service worksheets, timesheets, warranty claims, and quality documents.
• Maintain accurate records in service management systems.
• Ensure adherence to all Health, Safety & Environmental (HSE) policies and report incidents.

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

• Communicates Effectively: Tailors communication to different audiences.
• Customer Focus: Builds strong relationships and delivers customer-centric solutions.
• Develops Talent: Supports career and skill development of others.
• Manages Complexity: Solves high-volume and contradictory issues effectively.
• Manages Conflict: Resolves disputes with minimal disruption.
• Self-Development: Pursues growth through formal and informal channels.
• Health & Safety Fundamentals: Promotes a proactive safety culture.
• Diagnostics Application: Translates complaints into troubleshooting plans.
• Electronic Service Tool Application: Uses diagnostic tools to resolve issues.
• Engine Systems Interactions: Diagnoses and repairs complex system interactions.
• Product Repair & Maintenance: Ensures quality repairs within standard time.
• Service Documentation: Maintains accurate service records.
• Technical Escalation: Elevates unresolved issues with complete documentation.
• Values Differences: Appreciates diverse perspectives and cultures.

• Significant field service experience with engine and electrical products.
• Expert-level knowledge of diagnostics and troubleshooting.
• Experience in customer service and technical support.
• Ability to coach and guide junior technicians.
• Familiarity with service documentation and escalation protocols.

• Experience in Data Centre environments.
• Knowledge of SRN monitoring, NGPI compliance, and alternator maintenance.
• Exposure to dealership capability development and CRM tools.