On Site Service Technician - Level II

DESCRIPTION

Job Summary

ON-SITE ROLE

The Engine Field Service Technician - Level III serves as a technical specialist and primary customer support contact for diagnosing and executing complex repairs on engine products at customer sites. The role involves direct interaction with customers, the use of specialized diagnostic tools, and the application of advanced technical knowledge to maintain, troubleshoot, and repair engines and related systems. This position also involves mentoring less experienced technicians, identifying additional service opportunities, and ensuring all work is performed in compliance with safety, quality, and documentation standards.

Key Responsibilities

• Establish and maintain strong, productive relationships with customers, ensuring prompt and effective service.
• Diagnose and complete complex repairs on engine products in the field, following documented procedures and using specialized tools.
• Conduct preventive maintenance activities according to established schedules and standards.
• Escalate unresolved technical issues to product specialists or supervisors.
• Coach and develop junior technicians/apprentices, providing technical guidance and reviewing repair plans.
• Complete required documentation including service worksheets, warranty claims, and quality records through manual forms or business systems.
• Identify and pursue additional sales and service opportunities.
• Maintain service vehicle and tools, ensuring cleanliness and operational readiness.
• Comply with all Health, Safety, and Environmental (HSE) policies, reporting any incidents or unsafe conditions.
• Participate in required training to meet skill development and business requirements.

• Communicates Effectively: Conveys technical and service-related information clearly to various audiences.
• Customer Focus: Builds strong relationships and delivers customer-centric solutions.
• Develops Talent: Coaches and mentors team members to support career and organizational goals.
• Manages Complexity: Analyzes and resolves complex technical and customer issues.
• Manages Conflict: Handles disagreements constructively and professionally.
• Self-Development: Actively pursues personal and professional growth opportunities.
• Values Differences: Recognizes and leverages diverse perspectives and backgrounds.
• Health & Safety Fundamentals: Champions proactive safety practices and fosters a safe work environment.

• Diagnostics Application: Translates customer complaints into effective troubleshooting plans using guided workflows, specialized equipment, and software.
• Electronic Service Tool Application: Selects, applies, and interprets results from electronic diagnostic tools.
• Engine Systems Interactions: Analyzes mechanical and electrical system interactions to identify and resolve issues efficiently.
• Product Repair & Maintenance: Executes repairs and maintenance according to standards, using the right tools to ensure quality and minimize costs.
• Service Documentation: Accurately records customer, equipment, and repair data in service systems.
• Technical Escalation: Gathers and shares technical issue data, escalating as necessary for timely resolution.

• Apprentice-trained Engine Technician (preferred).
• Vocational diploma from a relevant technical institution.
• Valid local driving permit.
• Compliance with licensing requirements related to export controls or sanctions, if applicable.

• Internal and External Candidates:
• Significant field service work experience.
• Expert knowledge of and/or experience with engine products.
• Strong customer service background.
• Experience in providing technical advice and mentoring junior technicians (preferred).
• Internal Candidates Additional Requirement:
• Minimum 5-6 years of relevant experience with strong technical expertise in engines and controllers.