DESCRIPTION

Job Summary:

The Engine Field Service Technician - Level II is responsible for diagnosing and completing fewer complex repairs on engines at customer sites. This role involves applying specialized tools, following documented procedures, and ensuring high standards of service. The technician also provides preventative maintenance, identifies additional service opportunities, and supports more complex issues by escalating them to senior technicians or supervisors.

Key Responsibilities:

Customer Interaction:

• Engage customers courteously and professionally.

• Anticipate customer needs and ensure prompt, efficient service.

• Identify and communicate additional service opportunities with customers.

Technical Service:

• Use specialized tools and follow documented procedures to diagnose and complete fewer complex engine repairs.

• Perform preventative maintenance on engines and related components in the field, according to documented schedules and standards.

• Escalate unresolved issues to more experienced technicians or supervisors.

Documentation & Compliance:

• Complete required service documentation, such as worksheets, timesheets, warranty claims, and quality documents, through handwritten forms or business system input screens.

• Maintain service vehicles and tools to ensure cleanliness and proper operation.

• Adhere to all Health, Safety, and Environmental policies, procedures, and legislation, reporting any issues or incidents to site management and supervisors.

Teamwork & Development:

• Complete training in line with skill and business requirements.

• Support and assist in the development of other team members as needed.

• Participate in continuous improvement initiatives related to service quality and customer support.

RESPONSIBILITIES

Competencies:

• Communicates Effectively: Delivers clear, effective communication tailored to the audience's needs.

• Customer Focus: Builds strong customer relationships and provides customer-centric solutions.

• Develops Talent: Supports the growth and development of others to meet both individual and organizational goals.

• Manages Complexity: Effectively navigates complex information to solve problems.

• Self-Development: Actively seeks new challenges and growth opportunities, both formally and informally.

• Health and Safety Fundamentals: Champions and models proactive health and safety behaviors to contribute to an injury-free workplace.

• Diagnostics Application: Uses specialized tools and diagnostic software to troubleshoot and resolve engine issues.

• Electronic Service Tool Application: Utilizes appropriate electronic tools to maintain products or diagnose issues and determine next steps for service resolution.

• Engine Systems Interactions: Analyzes the interactions of internal and external electrical and mechanical systems to efficiently diagnose and repair engines.

• Product Repair and Maintenance: Performs mechanical and electrical repairs following guidelines, using required tools to ensure quality and efficiency.

• Service Documentation: Accurately captures and documents service activities in the service management system.

• Technical Escalation: Efficiently escalates technical issues while ensuring timely customer response and accurate troubleshooting documentation.

• Values Differences: Recognizes and appreciates diverse perspectives and cultures

Education, Licenses, Certifications:

• Preferred: Apprentice-trained engine technician.

• Vocational diploma from a relevant technical institution.

• Valid driving permit.

• This position may require licensing for compliance with export controls or sanctions regulations.

Experience:

• Basic level field service work experience.

• Intermediate knowledge of and/or experience with engine products.

• Customer service experience.

QUALIFICATIONS

Additional Knowledge/Skills:

• Hands-on experience with engine and aftertreatment systems on vehicle-level analysis.

• Troubleshooting on vehicles, engines, gensets, and construction equipment for engine-related issues.

• Basic knowledge of electronic service tools like Insite for engine and aftertreatment systems.

• Experience in organizing and conducting training for OEMs and service centers to ensure trouble-free product operation.

• Ability to disassemble, rebuild, and analyze failures in turbochargers, dosing systems, and fuel systems.

• Experience handling warranty cases and concluding warranty dispositions.

• Ability to enhance the capability of Cummins Technical Training (CTT) ASC through technical and service support.

• Conduct service center audits and implement corrective actions.

• Support infant care initiatives and ensure failed parts are dispatched to the plant for analysis.

• Maintain a service database to track key activities and support data for monthly reports.

Job Service

Organization Cummins Inc.

Role Category Hybrid

Job Type Technician

ReqID 2401820

Relocation Package No