On Site Service Technician - Level III

Acts as the technical specialist and primary customer support contact to independently diagnose and complete repairs to products at a single customer site.

Key Responsibilities:

• Independently performs diagnostics and completes repairs on equipment at customer site.
• Maintains productive customer relations and ensures prompt and efficient attention to customer needs to minimize product downtime.
• Coaches on preventative maintenance and/or repairs completed by more experienced technicians and/or customer technicians; may provide work direction to others; may review repair plans, parts, and tool lists.
• Manages parts and spares inventory at the work site.
• Escalates unresolved issues to product specialists or Supervisor.
• Completes required documentation, such as service worksheets, timesheets, warranty claims, and quality documents via handwritten forms or business system input screens.
• Identifies additional sales and service opportunities with customers.
• Completes training in line with skill and business requirements.
• Maintains work area and tools for cleanliness and proper operation.
• Ensures adherence to all relevant Health, Safety & Environmental policies, procedures, and legislation and reports any issues or incidents to site management and their supervisor.

Skills and Experience:

• Need ATS / Engine knowledge.

Qualifications:

• Education, Licenses, Certifications:
  • Apprentice Certified Power Generation and/or Engine Technician.
  • Vocational diploma from a 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.

Competencies:

• 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.
• Develops Talent: Developing people to meet both their career goals and the organization s goals.
• Manages Complexity: Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• 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.
• Health and Safety Fundamentals: Champions and models proactive health and safety behaviors by identifying, reporting, and participating in actions to improve health and safety to build an interdependent culture and contribute to an injury-free workplace.
• Diagnostics Application: Translates customer complaints to develop troubleshooting plans; troubleshoots issues following guided workflows, 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.
• 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.
• 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.
• 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 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 to ensure seamless transitions and accurate response to ticket resolution in a timely manner.
• Values Differences: Recognizing the value that different perspectives and cultures bring to an organization.