Engine Field Service Technician - Level III
Cummins Turbo Technologies
DESCRIPTION
As a technical specialist and primary point of contact for customers, the Engine Field Service Technician performs complex engine diagnostics and repairs on-site. This role requires advanced troubleshooting, maintenance, and repair expertise, alongside strong customer relationship skills, ensuring prompt and effective service that supports customer needs and maintains Cummins' standards for safety and quality.
Key Responsibilities:
Customer Relations and Support:
Build and sustain productive relationships with customers, ensuring prompt and efficient response to customer needs.
Identify additional sales and service opportunities, working to enhance the customer experience.
Diagnostics and Repairs:
Use specialized tools and follow documented procedures to conduct complex diagnostics and repairs on engines and components at customer sites.
Translate customer complaints into effective troubleshooting plans using workflows, tools, and diagnostic software to pinpoint issues, ensuring accurate resolution and validation through testing.
Escalate unresolved technical issues to product specialists or supervisors for advanced support.
Preventative Maintenance:
Perform scheduled maintenance on engines and related components in the field according to documented schedules and standards.
Technical Leadership and Development:
Coach and guide junior technicians or apprentices, sharing knowledge and expertise to build technical skills.
Provide work direction as needed, reviewing repair plans, parts lists, and ensuring quality standards.
Documentation and Reporting:
Complete service documentation such as worksheets, timesheets, warranty claims, and quality records through business systems, capturing all necessary information accurately.
Report all health, safety, and environmental incidents and adhere to relevant policies and regulations.
Equipment and Vehicle Maintenance:
Maintain a clean, functional service vehicle and ensure all tools are in proper working condition.
RESPONSIBILITIES
Competencies:
Communicates Effectively: Delivers information tailored to the audience for clarity and understanding.
Customer Focus: Builds and sustains customer relationships, delivering responsive, customer-centered solutions.
Develops Talent: Guides others to achieve both personal and organizational goals.
Manages Complexity: Analyzes intricate issues, using data and tools to address technical challenges.
Manages Conflict: Handles conflicts effectively with minimal disruption.
Self-Development: Actively seeks new opportunities for growth and learning through both formal and informal channels.
Health and Safety Fundamentals: Models proactive safety behaviors, identifying and reporting risks to foster an injury-free workplace.
Diagnostics Application: Converts customer issues into actionable troubleshooting plans, documenting all steps in business systems for accurate historical records.
Electronic Service Tool Application: Uses electronic tools effectively to diagnose and troubleshoot engine issues, interpreting results to determine solutions.
Engine Systems Interactions: Understands and analyzes electrical and mechanical systems, applying tools and service publications to diagnose and repair effectively.
Product Repair and Maintenance: Follows guidelines to repair and maintain products, disassembling and reassembling engines to ensure quality.
Service Documentation: Captures and verifies customer, equipment, and technical details in the service management system for an accurate work record.
Technical Escalation: Utilizes data management and escalation processes to resolve complex technical issues in a timely manner.
Values Differences: Appreciates diverse perspectives, leveraging them to enhance team performance.
Education, Licenses, Certifications:
Required:
Vocational diploma from a relevant technical institution
Valid local driving permit
Preferred:
- Apprentice-trained Engine Technician certification
QUALIFICATIONS
Experience:
Required:
Extensive field service experience with a strong knowledge of engine products and repair.
Background in providing technical guidance and customer service on complex technical issues.
Must have Railway Experience.
Product line: Tower Wagon, Power Cars, DEMUs, Track machine etc.
Preferred:
Experience coaching junior technicians and providing technical training.
Skills/Knowledge:
Technical Issue Resolution: Proficient in resolving complex, hard-to-diagnose technical issues.
Training and Mentorship: Skilled at delivering technical training to field technicians and dealers.
Customer Engagement and Site Audits: Able to conduct customer meetings and perform site audits effectively to maintain high service standards.
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