On Site Service Technician - Level IV
Cummins Turbo Technologies
GPP Database Link (https://cummins365.sharepoint.com/sites/CS38534/)
As a technical specialist and primary customer support contact, autonomously diagnoses and conducts intricate repairs on Cummins engines and related components at a single customer site with minimal guidance. Adheres to established procedures and guidelines to enhance onsite service knowledge and skills.
While operating independently, also sets an example by fostering site productivity and maintaining safety standards. Dedicates a significant amount of time to coaching and providing technical supervision to less experienced technicians, contributing to the ongoing development and talent pipeline within the function.
Key Responsibilities:
Fosters a positive company image through cooperative, supportive, and courteous interactions with colleagues, customers, and management, while demonstrating professionalism.
Conducts independent diagnostics and repairs on equipment at customer sites, ensuring efficient attention to customer needs to minimize product downtime.
Sustains proactive customer relations, ensuring swift and efficient response to customer needs to minimize product downtime.
Utilizes documented Standard Repair Times (SRTs) and adheres to applicable processes, procedures, and policies to diagnose and complete complex repairs and schedule engine maintenance, including the preparation of necessary parts and tools.
Provides coaching on preventative maintenance and repairs to more experienced technicians and/or customer technicians, transferring knowledge and experience.
Provides guidance to junior technicians, facilitating the transfer of knowledge and experience.
Offers work direction to others and may review repair plans, parts lists, and tool lists.
Manages parts and spares inventory at the work site and identifies additional sales and service opportunities with customers.
Assists in organizing and coordinating headcount and overtime needs to meet delivery schedules.
Contributes to team focus on continuous improvement, leading and delivering Toolbox Talks where applicable.
Escalates unresolved issues to product specialists or Supervisors and ensures adherence to relevant Health, Safety & Environmental and Quality training policies, procedures, and legislation.
Completes required documentation, such as service worksheets, timesheets, warranty claims, and quality documents, utilizing handwritten forms or business system input screens.
Maintains cleanliness and proper operation of the work area and tools, adhering to adjustments in work location and job responsibilities as required by business development and industry regulatory standards.
Qualifications
1，藏族或具有在海拔4700米及以上生活和工作的能力
Responsibilities
Competencies:Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Customer focus - Building strong customer relationships and delivering customer-centric solutions.
Manages conflict - Handling conflict situations effectively, with a minimum of noise.
Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.
Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.
Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.
Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.
Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.
Product Repair and Maintenance - Repairs and maintains mechanical/electrical products following guidelines, using required tools within standard repair time to ensure a quality repair; disassembles and assembles engines or power generators following guidelines, using required tools to ensure a clean and organized environment; inspects and replaces parts and components following re-use guidelines to minimize customers cost of ownership; performs progressive damage check following guidelines to restore to pre-failure condition.
Engine Systems Interactions - Interprets and analyzes 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.
Health and Safety Fundamentals - Champions and models proactive health and safety behaviors by identifying, reporting and participating in actions to improve health and safety in order to build an interdependent culture and contribute to an injury-free workplace.
Develops talent - Developing people to meet both their career goals and the organization’s goals.
Values differences - Recognizing the value that different perspectives and cultures bring to an organization.
Education, Licenses, Certifications:Apprentice Certified Power Generation and/or Engine Technician
Vocational diploma from relevant technical institution (Preferred)
Current relevant electrical certification (optional)
Locally valid driving permit
This position may require licensing for compliance with export controls or sanctions regulations.
Experience:Excellent customer service skills
Significant field service work experience
Extensive knowledge of engine products
Basic understanding of competitors and typical industry practices
Experience providing technical advice and coaching to more junior employees
High Voltage/ Low Voltage practical experience (optional)
As Cummins continues to grow, you'll be provided with continuous learning opportunities, supportive benefits and a culture that values your wellbeing, safety and work-life balance. Here, you'll have the power to determine your future with innovative technology, a focus on sustainability and with a company positioned for long-term growth.