Engine Field Service Technician - Level III

Job Summary:

Technical specialist and primary customer support contact to diagnose and execute complex repairs to engine products at the customer s site.

Key Responsibilities:

• Establishes and develops productive customer relationships, ensuring prompt and efficient attention to customer needs.
• Applies specialized tools and follows documented procedures to diagnose and complete complex repairs at customer sites.
• Conducts preventative maintenance activities as per documented schedules and standards on engines and related components in the field.
• Escalates unresolved issues to product specialists or supervisors.
• Coaches and develops technicians/apprentices, providing work direction and reviewing repair plans and parts lists.
• Completes required documentation, including service worksheets, timesheets, warranty claims, and quality documents, via handwritten forms or business systems.
• Identifies additional sales and service opportunities with customers.
• Completes training in line with skill and business requirements.
• Maintains service vehicle and tools for cleanliness and proper operation.
• Ensures adherence to all relevant Health, Safety & Environmental policies and procedures, reporting any issues or incidents to site management and supervisors.

Experience:

• Significant field service work experience
• Expert-level knowledge of and experience with engine products
• Customer service experience
• Experience providing technical advice and coaching to junior technicians (preferred)

Skills/Knowledge:

• Proficient in supporting Control Panel business, Data Center Panel services, and new projects such as Grid Sync.

Competencies:

• Communicates Effectively : Tailors communications to meet the unique needs of diverse audiences.
• Customer Focus : Builds strong customer relationships and delivers customer-centric solutions.
• Develops Talent : Mentors others to achieve career and organizational goals.
• Manages Complexity : Analyzes complex information to effectively solve problems.
• Manages Conflict : Resolves conflict situations effectively with minimal noise.
• Self-Development : Actively seeks new learning opportunities through formal and informal channels.
• Health and Safety Fundamentals : Proactively promotes health and safety behaviors to contribute to an injury-free workplace.
• Diagnostics Application : Develops troubleshooting plans based on customer complaints and validates successful repairs.
• Electronic Service Tool Application : Utilizes appropriate hardware and software tools to diagnose and resolve service issues.
• Engine Systems Interactions : Analyzes the interactions of electrical and mechanical systems to diagnose and repair issues efficiently.
• Product Repair and Maintenance : Repairs and maintains mechanical/electrical products following guidelines to ensure quality repairs and cost efficiency.
• Service Documentation : Captures and verifies technical information to maintain accurate service records.
• Technical Escalation : Utilizes resources and escalates issues for seamless resolution and customer satisfaction.
• Values Differences : Leverages diverse perspectives to enhance organizational performance.

Education, Licenses, Certifications:

• Apprentice Trained Engine Technician (Preferred)
• Vocational diploma from a relevant technical institution
• Locally valid driving permit
• Licensing may be required for compliance with export controls or sanctions regulations