Senior Engineer - Rapid Response Team

• Customer Relations: Establish and continually develop productive customer relations, ensuring prompt and efficient attention to customer needs.
• Diagnostics and Repairs: Apply 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.
• Vehicle and Tool 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.

Qualifications

• Education: Apprentice Trained Engine Technician (Preferred), Vocational diploma from a relevant technical institution.
• Licenses/Certifications: Locally valid driving permit. This position may require licensing for compliance with export controls or sanctions regulations.

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 organizations 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 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.
• Electronic Service Tool Application: Identify and utilize the appropriate electronic tool set to maintain the product or diagnose and troubleshoot issues.
• Engine Systems Interactions: Interpret and analyze the interactions of internal and external electrical and mechanical systems 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 quality.
• 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.
• Technical Escalation: Obtain product technical issue information and utilize available resources, elevating issues to a higher level of expertise as needed.
• Values Differences: Recognize the value that different perspectives and cultures bring to an organization.

Skills and Experience

• Knowledge/Skills:
  • Responsible for handling critical and hard-to-diagnose cases escalated from the field.
  • Knowledge sharing through preparing and sharing field learnings.
  • Drive capability building for the Dealer response team in dealerships on diagnostics-related issues.
• Experience:
• Significant field service work experience.
• Expert-level knowledge of and/or experience with engine products.
• Customer service experience.
• Experience providing technical advice and coaching to more junior technicians (preferred).