DESCRIPTION

The On-Site Service Technician acts as the technical specialist and primary customer support contact at a single customer site, responsible for independently diagnosing and completing equipment repairs. The role will also include marine installation and commissioning onsite at nominated shipyards.

Key Responsibilities:

• Independently diagnose and perform repairs on equipment at the customer site.

• Maintain productive customer relations and ensure prompt attention to customer needs to minimize downtime.

• Provide coaching on preventative maintenance or repairs to less experienced technicians and customer personnel; may provide work direction and review repair plans, parts lists, and tool requirements.

• Manage parts and spares inventory at the worksite to ensure availability for repairs.

• Escalate unresolved technical issues to product specialists or supervisors for further analysis.

• Complete necessary documentation such as service worksheets, timesheets, warranty claims, and quality documents via handwritten or business system input.

• Identify and communicate additional sales and service opportunities to customers.

• Maintain cleanliness and proper operation of the work area and tools.

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

• Complete required training in line with skill and business needs.d to their supervisor.

RESPONSIBILITIES

Competencies:

• Communicates Effectively: Tailor communications to different audiences, ensuring clarity and understanding.

• Customer Focus: Build and maintain strong customer relationships by delivering customer-centric solutions.

• Develops Talent: Mentor and guide others to meet their career goals while achieving organizational objectives.

• Manages Complexity: Make sense of complex or contradictory information to solve problems effectively.

• Manages Conflict: Handle conflict situations calmly and effectively with minimal disruptions.

• Self-Development: Seek continuous improvement opportunities through formal and informal learning channels.

• Health and Safety Fundamentals: Champion health and safety behaviors to foster a culture of safety and reduce workplace injuries.

• Diagnostics Application: Develop troubleshooting plans based on customer complaints, use specialized service tools and software to diagnose problems, and ensure repairs resolve the issue.

• Electronic Service Tool Application: Use the appropriate hardware and software tools for diagnostics and troubleshooting, interpreting results to determine the next steps.

• Engine Systems Interactions: Analyze interactions between internal and external systems (e.g., exhaust, fuel, cooling) to diagnose and repair engine issues using tools and service publications.

• Product Repair and Maintenance: Perform mechanical and electrical product repairs following guidelines, ensuring quality, timely repairs, and minimizing customer costs.

• Service Documentation: Accurately document technical data and customer information in the service management system for future reference.

• Technical Escalation: Use data management tools to escalate complex issues while balancing customer response time and investigation efforts, ensuring accurate troubleshooting records.

• Values Differences: Recognize the importance of diverse perspectives and cultural differences in problem-solving and collaboration.

Education, Licenses, Certifications:

• Apprentice Certified Power Generation and/or Engine Technician

• Vocational diploma from a relevant technical institution (Preferred)

• Current relevant electrical certification (Optional)

• Locally valid driving permit

• Licensing may be required for compliance with export control or sanctions regulations.

QUALIFICATIONS

Experience:

• Extensive field service experience, particularly with power generation and/or engine products.

• Basic understanding of competitors and typical industry practices.

• High Voltage/Low Voltage practical experience (Optional).

Skills/Knowledge:

• In-depth knowledge of service and installation for marine engines and gensets, including controls.

• Familiarity with marine certifications and trials (Preferred).

• Experience working with shipyards or refitting yards (Preferred).

• Ability to work independently at customer sites.

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