Engine Field Service Technician - Level III

The Field Service Technician is a technical specialist and primary customer support contact responsible for diagnosing and executing complex repairs to engine products at the customer s site. This role involves engaging with customers, using specialized tools, and following documented procedures to ensure efficient and effective service delivery

• Establish and continually develop productive customer relations, ensuring prompt and efficient attention to customer needs.
• Apply specialized tools and follow documented procedures to diagnose and complete complex repairs at customer sites.
• Perform preventative maintenance activities as per documented schedules and standards on engines and related components in the field.
• Escalate unresolved issues to product specialists or supervisors.
• Coach and develop technicians and/or apprentices, transferring knowledge and experience to others; may provide work direction and review repair plans, parts lists, etc.
• Complete required documentation, such as service worksheets, timesheets, warranty claims, and quality documents via handwritten forms or business system input screens.
• Identify additional sales and service opportunities with customers.
• Complete training in line with skill and business requirements.
• Maintain service vehicle 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.

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

• 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).
• Core responsibilities include channel partner structured engagement, building network capability, developing customer relationship management, and creating strong engagement processes with key customers.

• 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.
• Manages Conflict : Handle conflict situations effectively, with a minimum of noise.
• 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.