DESCRIPTION

Key Responsibilities:

• Customer Relations: Establish and develop productive customer relations, ensuring prompt and efficient attention to customer needs.

• Diagnostics and Repairs: Use specialized tools and follow documented procedures to diagnose and complete complex repairs at customer sites.

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

• Issue Escalation: Escalate unresolved issues to product specialists or supervisors.

• Coaching and Development: Coach and develop technicians and/or apprentices, transferring knowledge and experience to others; may provide work direction and review repair plans, parts lists, etc.

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

• Sales and Service Opportunities: Identify additional sales and service opportunities with customers.

• Training: Complete training in line with skill and business requirements.

• Maintenance: Maintain service vehicle and tools for cleanliness and proper operation.

• Health and Safety: Ensure adherence to all relevant Health, Safety & Environmental policies, procedures, and legislation, reporting any issues/incidents to site management and supervisors.

RESPONSIBILITIES

Qualifications:

• Apprentice Trained Engine Technician (Preferred)

• Vocational diploma from a relevant technical institution

• Locally valid driving permit

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

Competencies:

• Communicates Effectively: Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences.

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

• Develops Talent: Develop people to meet both their career goals and the organization’s goals.

• Manages Complexity: Make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

• Manages Conflict: Handle conflict situations effectively, with minimal noise.

• Self-Development: Actively seek new ways to grow and be challenged using both formal and informal development channels.

• Health and Safety Fundamentals: Champion and model proactive health and safety behaviors.

• Diagnostics Application: Translate customer complaints to develop troubleshooting plans; use specialized equipment and software to isolate failed components and validate repairs.

• Electronic Service Tool Application: Identify and utilize the appropriate electronic tool set for service events; interpret results to determine next steps.

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

• Product Repair and Maintenance: Repair and maintain mechanical/electrical products following guidelines, using required tools within standard repair time.

• Service Documentation: Create and verify customer, equipment, and technical information; document required information in the service management system.

• Technical Escalation: Obtain product technical issue information and utilize available resources; elevate issues to higher expertise levels as needed.

• Values Differences: Recognize the value that different perspectives and cultures bring to an organization.

QUALIFICATIONS

Experience:

• Significant 5+ years field service work experience required.

• Expert-level knowledge of and/or experience with Railway Engine/Equipements.

• Customer service experience

• Experience providing technical advice and coaching to more junior technicians (preferred)

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