Engine Field Service Technician - Level III
Cummins Turbo Technologies
DESCRIPTION
Serve as a technical specialist and the primary customer support contact, providing diagnostic services and executing complex repairs to engine products directly at customer locations. Act as a key contact to ensure customer needs are met through efficient, high-quality service
Key Responsibilities:
Customer Relations: Build and sustain productive customer relationships, ensuring prompt and efficient service that meets customer needs.
Diagnostics & Repairs: Utilize specialized tools and follow established procedures and policies to diagnose and complete complex engine repairs at the customer's site.
Preventative Maintenance: Perform scheduled preventative maintenance on engines and related components, adhering to documented standards.
Issue Escalation: Identify and escalate unresolved issues to product specialists or supervisors for further assistance.
Technical Coaching: Mentor technicians and apprentices, sharing knowledge and expertise; may review repair plans and provide work direction.
Documentation: Complete service-related documentation, including service worksheets, timesheets, warranty claims, and quality forms, using either handwritten forms or business system inputs.
Sales & Service Opportunities: Identify potential sales and service opportunities with customers.
Training: Participate in ongoing training to meet skill development and business requirements.
Vehicle & Tool Maintenance: Ensure the cleanliness and proper functioning of the service vehicle and tools.
Health, Safety & Environmental Compliance: Adhere to relevant HSE policies, procedures, and legislation, and report any issues or incidents.
RESPONSIBILITIES
Competencies:
Communicates Effectively: Able to convey technical information clearly, adapting to various audiences.
Customer Focus: Build strong relationships with customers, delivering customer-centric solutions.
Develops Talent: Support the growth of others through mentorship, aligning individual career goals with company objectives.
Manages Complexity: Effectively solve complex, multi-layered issues in a structured and logical manner.
Manages Conflict: Address and resolve conflicts with minimal disruption.
Self-Development: Proactively seek new opportunities for growth and skills enhancement.
Health and Safety Fundamentals: Demonstrate proactive health and safety behavior, contributing to a culture of safety.
Diagnostics Application: Translate customer issues into effective troubleshooting steps; utilize tools and software to isolate failed components, validate repairs, and document results.
Electronic Service Tool Application: Identify and use the appropriate hardware/software tools to diagnose and resolve service issues.
Engine Systems Interactions: Analyze interactions within engine systems and subsystems (e.g., exhaust, cooling, fuel systems) to diagnose and repair issues effectively.
Product Repair & Maintenance: Perform repairs and maintenance per Cummins guidelines, using required tools to achieve quality and cost-efficiency.
Service Documentation: Accurately capture customer and equipment data in service systems for thorough record-keeping.
Technical Escalation: Use available resources for technical issue resolution, capturing troubleshooting steps for efficient problem-solving.
Values Differences: Embrace diverse perspectives and backgrounds, fostering an inclusive team environment.
Education, Licenses, Certifications:
Preferred: Apprentice-trained Engine Technician
Required: Vocational diploma from a relevant technical institution
Required: Valid local driving permit
Licensing: May require compliance with export controls or sanctions regulations.
QUALIFICATIONS
Experience:
Significant experience in field service work.
Advanced knowledge of engine products.
Proven customer service experience.
Experience in providing technical guidance to junior technicians (preferred).
Skills/Knowledge:
Rail Application Exposure: Understanding of rail-specific engine applications.
Electrical Background: Technical foundation in electrical systems.
Rail Contracts: Competency in managing and executing tasks under rail contracts.
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