DESCRIPTION

Job Summary:

The Engine Field Service Technician - Level II is responsible for diagnosing and completing less complex repairs to engines at the customer’s site. This role ensures efficient, professional service, addressing customer needs, and maintaining high standards of preventative maintenance, safety, and documentation.

Key Responsibilities:

• Customer Engagement: Interact with customers in a courteous and professional manner, anticipating their needs and ensuring prompt service.

• Diagnostics and Repair: Use specialized tools and documented procedures to diagnose and complete fewer complex repairs, including identifying and preparing the necessary parts and tools.

• Preventative Maintenance: Perform preventative maintenance activities on engines and related components in the field, following documented schedules and standards.

• Issue Escalation: Escalate unresolved issues to more experienced Field Service Technicians and/or Supervisors for further investigation.

• Documentation: Complete required documentation, including service worksheets, timesheets, warranty claims, and quality documents, either by hand or through business system input screens.

• Service Opportunities: Identify additional service opportunities with customers to enhance service delivery and customer satisfaction.

• Training and Development: Participate in training programs to meet skill and business requirements, and actively pursue self-development opportunities.

• Vehicle and Tool Maintenance: Maintain the cleanliness and proper operation of service vehicles and tools.

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

RESPONSIBILITIES

Competencies:

• Communication: Effectively develop and deliver multi-mode communications that cater to different audiences.

• Customer Focus : Build strong customer relationships and deliver customer-centric solutions.

Technical Skills:

• Diagnostics Application: Translate customer complaints into troubleshooting plans, using tools and software to diagnose issues, and document results.

• Electronic Service Tool Application: Use electronic tools for diagnostics, interpret results, and determine next steps for service resolution.

• Engine Systems Interactions: Analyze and diagnose interactions of internal and external engine systems using service publications and tools.

• Product Repair and Maintenance: Follow guidelines to repair and maintain mechanical/electrical products, disassemble and assemble engines, inspect and replace parts, and conduct progressive damage checks.

• Service Documentation: Accurately document customer, equipment, and technical information in the service management system.

• Technical Escalation: Utilize available resources to resolve technical issues and escalate as needed, ensuring accurate documentation of troubleshooting steps.

• Health and Safety: Champion proactive health and safety behaviors, contributing to a culture of safety.

• Self-Development: Actively seek new ways to grow and be challenged.

• Values Differences: Recognize and value the diverse perspectives and cultures within the organization.

Education, Licenses, Certifications:

• Education: Vocational diploma from a relevant technical institution. Apprentice Trained Engine Technician (Preferred).

• Licenses: Locally valid driving permit required.

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

Experience:

• Field Service Experience: Basic level experience in field service work with a focus on engine products.

• Technical Knowledge: Intermediate level knowledge of and/or experience with engine products.

• Customer Service: Experience in delivering high-quality customer service in technical environments.

QUALIFICATIONS

Additional Skills:

• Implement proactive and efficient SRN review and monitoring processes to minimize downtime of electrical and controls components.

• Enhance Preventive Maintenance Compliance for Alternators and NGPI Compliance.

• Strengthen relationships with key customers and enhance dealership capability in electrical and electronics.

• Ensure the availability of electrical parts at dealerships.

Job Service

Organization Cummins Inc.

Role Category Hybrid

Job Type Technician

ReqID 2401658

Relocation Package No