DESCRIPTION

The Engine Field Service Technician Level III acts as a technical specialist and the primary customer contact for diagnosing and executing complex repairs on Cummins engines and related systems at the customer’s site. The role requires expert-level technical knowledge, effective communication, customer handling skills, and the ability to coach and guide less experienced technicians, ensuring a high level of service quality and customer satisfaction.

Key Responsibilities:

• Technical Diagnosis and Repair

• Apply specialized tools and follow documented procedures to diagnose and complete complex repairs at customer sites.

• Perform preventative maintenance on engines and related components according to service schedules and quality standards.

• Disassemble and assemble engines/power generators, inspect and replace parts according to re-use guidelines, and perform progressive damage checks.

• Customer Support and Relationship Management

• Establish and develop productive relationships with customers, ensuring prompt and efficient attention to customer needs.

• Identify and recommend additional sales and service opportunities during service events.

• Documentation and Reporting

• Complete all required service documentation, including worksheets, warranty claims, timesheets, and quality reports, using business systems or handwritten forms.

• Document results of troubleshooting for payment processing and historical tracking.

• Training and Team Development

• Coach and mentor technicians and apprentices; review repair plans and parts lists.

• Transfer knowledge and provide on-the-job technical guidance.

• Technical Escalation and Support

• Escalate unresolved technical issues to higher-level specialists or supervisors as needed, ensuring accurate and timely issue resolution.

• Capture and document troubleshooting steps thoroughly in technical databases.

• Health, Safety, and Environment Compliance

• Maintain adherence to all Health, Safety & Environmental (HSE) policies and procedures.

• Proactively report incidents or potential risks to site management and supervisors.

• Service Vehicle and Tool Management

• Ensure service vehicle and tools are maintained in a clean, operational condition always.

RESPONSIBILITIES

Core Competencies:

• Communicates Effectively – Tailors communication styles to suit different audiences and ensures clarity in messaging.

• Customer Focus – Builds strong customer relationships and delivers customer-centric service solutions.

• Develops Talent – Coaches and mentors team members to meet their career and technical development goals.

• Manages Complexity – Makes sense of complex information to solve technical problems effectively.

• Manages Conflict – Handles conflict situations effectively and maintains positive relationships.

• Self-Development – Actively seeks opportunities for personal and professional growth.

• Health and Safety Fundamentals – Champions proactive health and safety practices to contribute to an injury-free workplace.

• Values Differences – Recognizes and values diverse perspectives and experiences within the workplace.

• Diagnostics Application – Develops troubleshooting plans based on customer complaints; utilizes mechanical, electronic service tools, and software to isolate and repair faults.

• Electronic Service Tool Application – Identifies and operates electronic tools for maintenance, diagnosis, and repair.

• Engine Systems Interactions – Analyzes internal and external engine systems interactions (exhaust, cooling, fuel, driveline, aftertreatment, etc.) for accurate diagnosis and repair.

• Product Repair and Maintenance – Carries out repairs and maintenance tasks efficiently following Cummins standards.

• Service Documentation – Accurately records technical, customer, and equipment data for service management systems.

• Technical Escalation – Manages technical escalation paths for unresolved service issues while ensuring seamless communication and documentation.

Qualifications:

• Education:

• Apprentice Trained Engine Technician (Preferred).

• Vocational diploma from a relevant technical institution.

• Licenses/Certifications:

• Locally valid driving permit required.

• May require licensing for compliance with export control or sanctions regulations.

Experience:

• Significant field service work experience, especially with engine products.

• Expert-level technical knowledge of Cummins engines and associated systems.

• Direct customer service experience in technical support or service delivery role.

• Experience mentoring and coaching junior technicians (preferred).

QUALIFICATIONS

Skills:

• Solid knowledge and hands-on experience with:

• DETC/SPART/SPIC diagnostic and service tools.

• All Engine Applications across various industries.

• Railway Equipment servicing and maintenance.

• Excellent communication skills, both written and verbal.

• Strong customer handling and relationship management skills.

• Effective time management and prioritization in high-pressure environments.

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