Engine Field Service Technician - Level III

DESCRIPTION

Job Summary:

Technical specialist and primary customer support contact responsible for diagnosing and executing complex repairs to engine products at the customer's site.

Key Responsibilities:

• Establish and maintain productive customer relationships, ensuring prompt and efficient customer service.
• Utilize specialized tools and documented procedures to diagnose and complete complex repairs at customer locations.
• Perform preventative maintenance on engines and related components in the field according to schedules and standards.
• Escalate unresolved technical issues to product specialists or supervisors.
• Provide coaching, development, and knowledge transfer to technicians and apprentices; may review repair plans and parts lists.
• Complete required documentation such as service worksheets, timesheets, warranty claims, and quality documents.
• Identify and communicate additional sales and service opportunities with customers.
• Maintain service vehicle and tools in proper operating condition.
• Ensure compliance with all relevant Health, Safety, and Environmental policies and report any issues or incidents.

• Communicates Effectively: Conveying clear and precise messages tailored to different audiences.
• Customer Focus: Building strong relationships and delivering customer-centric solutions.
• Develops Talent: Supporting employee development to meet career and organizational goals.
• Manages Complexity: Analyzing complex information to resolve issues efficiently.
• Manages Conflict: Addressing conflicts constructively with minimal disruption.
• Self-Development: Actively pursuing new learning opportunities through formal and informal channels.
• Health and Safety Fundamentals: Promoting and modeling proactive health and safety behaviors.
• Diagnostics Application: Identifying and troubleshooting issues using specialized equipment and software.
• Electronic Service Tool Application: Utilizing appropriate hardware and software tools for diagnostics and repairs.
• Engine Systems Interactions: Analyzing electrical and mechanical system interactions for accurate diagnoses and repairs.
• Product Repair and Maintenance: Conducting mechanical/electrical repairs using the required tools while adhering to standard repair times.
• Service Documentation: Ensuring accurate record-keeping of customer, equipment, and technical service data.
• Technical Escalation: Addressing technical issues efficiently and escalating as needed.
• Values Differences: Recognizing and appreciating diverse perspectives and cultural contributions.

• Apprentice Trained Engine Technician (Preferred).
• Vocational diploma from a relevant technical institution.
• Locally valid driving permit.
• Licensing may be required for compliance with export controls or sanctions regulations.

• Significant field service work experience.
• Expert-level knowledge of and/or experience with engine products.
• Customer service experience.
• Experience providing technical advice and coaching to junior technicians (preferred).

• Managing critical and hard-to-diagnose cases escalated from dealerships and sharing field learnings.
• Acting as a subject matter expert on controls and electrical systems to enhance dealership response team capabilities.
• Developing training and capability-building initiatives for dealership teams on engine control modules (ECMs) and electrical diagnostics.