On Site Service Technician - Level II
Cummins Turbo Technologies
DESCRIPTION
The Field Service Technician is a technical specialist and regular customer support contact responsible for diagnosing and completing less complex repairs to Cummins products at a single customer’s site. This role involves engaging with customers, using specialized tools, and following documented procedures to ensure efficient and effective service delivery.
Key Responsibilities:
Engage customers in a courteous and professional manner, ensuring prompt and efficient attention to their needs.
Apply specialized tools and follow documented procedures to diagnose and complete less complex repairs, including identifying and preparing required parts and tools.
Coach customer employees on preventative maintenance activities and basic repairs.
Escalate unresolved issues to more experienced On-Site Technicians and/or Supervisor.
Complete required documentation, such as service worksheets, timesheets, warranty claims, and quality documents via handwritten forms or business system input screens.
Complete training in line with skill and business requirements.
Maintain work area and tools for cleanliness and proper operation.
Ensure adherence to all relevant Health, Safety & Environmental policies, procedures, and legislation, and report any issues/incidents to site management and supervisor.
RESPONSIBILITIES
Skills and Experience:
Basic level field service work experience.
Intermediate level knowledge of and/or experience with power generation or engine products.
High Voltage/Low Voltage experience (optional).
Customer service experience.
Minimum of 5 years of experience in the automotive field service.
Good knowledge of instrumentation and electronic systems, and related troubleshooting.
Experience with equipment calibration (temperature, pressure, flow) and documentation.
Experience working for NABL accreditation.
Ability to deal with external suppliers.
Preferable: Ariba access for PR PO, CTCI Fims access for LWRF, NPDN raise knowledge, GIEA access, NFA raise knowledge, NFA link access, CIL & CTIPL provision, knowledge of Service ASN, share point access.
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.
Self-Development : Actively seek new ways to grow and be challenged using both formal and informal development channels.
Health and Safety Fundamentals : Champion proactive health and safety behaviors to build an interdependent culture and contribute to an injury-free workplace.
Diagnostics Application : Translate customer complaints to develop troubleshooting plans; troubleshoot issues using guided workflows, procedures, specialized equipment, and diagnostic software to isolate failed components and enable successful repairs; validate repairs by duplicating complaints to ensure resolution; document troubleshooting results in business systems for payment and historical tracking.
Electronic Service Tool Application : Identify the suite of available hardware and software tools required for a service event; utilize the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interpret electronic tool results or recommendations to determine next steps for service resolution.
Engine Systems Interactions : Interpret and analyze the interactions of internal and external electrical and mechanical systems (exhaust, heating, cooling, fuel systems, driveline, aftertreatment, controls, sensors, etc.) by applying tools, service publications (Cummins, Original Equipment Manufacturer) and taking measurements to efficiently and correctly diagnose and repair.
Product Repair and Maintenance : Repair and maintain mechanical/electrical products following guidelines, using required tools within standard repair time to ensure a quality repair; disassemble and assemble engines or power generators following guidelines, using required tools to ensure a clean and organized environment; inspect and replace parts and components following re-use guidelines to minimize customers' cost of ownership; perform progressive damage checks following guidelines to restore to pre-failure condition.
Service Documentation : Create and verify customer, equipment, and technical information; capture specific data using required service tools; follow procedures and document required information in the service management system to have an accurate record of the work done.
Technical Escalation : Obtain product technical issue information and utilize available resources including data management tools; elevate issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; capture all troubleshooting steps in the appropriate database to ensure seamless transitions and accurate response to ticket resolution in a timely manner.
Values Differences : Recognize the value that different perspectives and cultures bring to an organization.
QUALIFICATIONS
Qualifications:
Vocational diploma from a relevant technical institution.
Apprentice Certified Power Generation or Engine Technician (preferred).
Current relevant electrical certification (optional).
Locally valid driving permit.
This position may require licensing for compliance with export controls or sanctions regulations.
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