Field Service Technician

DESCRIPTION

In this role, you will make an impact in the following ways:

• Diagnose and complete less complex repairs to engines at the customer's site.
• Engage customers in a courteous and professional manner, ensuring prompt and efficient attention to their needs.
• Use specialized tools and follow documented procedures to diagnose and complete repairs, including identifying and preparing required parts and tools.
• Perform preventative maintenance activities as per documented schedules and standards on engines and related components in the field.
• Escalate unresolved issues to more experienced Field Service Technicians and/or Supervisor.
• Complete required documentation, such as service worksheets, timesheets, warranty claims, and quality documents via handwritten forms or business system input screens.
• Identify additional service opportunities with customers.
• Complete training in line with skill and business requirements.
• Maintain service vehicle and tools for cleanliness and proper operation.
• Ensure adherence to all relevant Health Safety & Environmental (HSE) policies, procedures, and legislation, and report any issues/incidents to site management and supervisor.

• Education: Vocational diploma from a relevant technical institution. Apprentice Trained Engine Technician preferred.
• Licenses/Certifications: Locally valid driving permit. This position may require licensing for compliance with export controls or sanctions regulations.
• Experience: Basic level field service work experience. Intermediate level knowledge of and/or experience with engine products. Customer service experience.
• Skills and Competencies:
• Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Customer Focus: Building strong customer relationships and delivering customer-centric solutions.
• Develops Talent: Developing people to meet both their career goals and the organization's goals.
• Manages Complexity: Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Self-Development: Actively seeking new ways to grow and be challenged using both formal and informal development channels.
• Health and Safety Fundamentals: Champions and models proactive health and safety behaviors.
• Diagnostics Application: Translates customer complaints to develop troubleshooting plans and uses specialized tools to diagnose and complete repairs.
• Electronic Service Tool Application: Utilizes appropriate electronic tools to maintain products or diagnose and troubleshoot issues.
• Engine Systems Interactions: Analyzes interactions of internal and external electrical and mechanical systems to diagnose and repair.
• Product Repair and Maintenance: Repairs and maintains mechanical/electrical products following guidelines.
• Service Documentation: Creates and verifies customer, equipment, and technical information; documents required information in the service management system.
• Technical Escalation: Elevates issues to a higher level of expertise and captures all troubleshooting steps in the appropriate database.
• Values Differences: Recognizing the value that different perspectives and cultures bring to an organization.