Field Service Engineering Specialist

Key Responsibilities:

• Lead the investigation of product or system problems, understand causal mechanisms, and recommend appropriate actions.
• Support the failure analysis process on common failure modes (e. g. , PIR, CCR, HTD, TSR).
• Document the results of diagnostic and repair actions clearly and concisely in the appropriate database.
• Share acquired knowledge with other teams through Knowledge Management System (KMS), Quick Serve Online (QSOL) tickets, training, etc.
• Provide onsite technical expert resource support when required.
• Offer technical input for policy discussions and decisions.
• Ensure territories are well informed through regular communication and scheduled meetings across teams/functions/customer groups.
• Investigate emerging issues and deliver robust technical solutions for product or process issues in the field.
• Assist in field action campaigns and infant care/VPI programs when needed.
• Prioritize safety with the objective of injury-free living.
• Guide less experienced technicians on technical issues and troubleshooting to support customers more efficiently.
• Provide product and customer support in the field and act as a liaison during escalations to Technical Territory Manager (TTM)/Engineering for product improvements and fixes.
• Implement Step 3 improvements after gaining appropriate approvals.

Knowledge/Skills:

• Operation and maintenance of DG High Horse Power DG sets.
• Experience in the Genset industry.
• Sound knowledge of exhaust after-treatment systems.
• Knowledge of dual fuel applications and gas-based DG applications, including retrofitment emission systems.
• Thorough knowledge of electrical control panels, synchronization panels, and switchgear panels, including HT/LT installations.
• Proficiency in the operation and maintenance of HT/LT alternators.
• Experience handling dealerships and guiding dealership teams to achieve service targets and goals.

Experience:

• Technical background in Electrical Engineering (BE/Diploma) with 10-12 years of experience.

Additional Information:

• This position will be based out of Noida - Uttar Pradesh under Area Office, Lucknow.

Qualifications:

• College, university, or equivalent degree in Engineering or a related field is highly preferred.
• Relevant experience equivalent required.
• This position may require licensing for compliance with export controls or sanctions regulations.

Competencies:

• Field Investigation and Support : Gather and communicate technical information between technical problem solvers and the service channel about product or process-related issues using proven problem-solving techniques.
• Product Failure Reporting and Corrective/Preventive Action Systems : Define and lead a process to record, prioritize, and resolve product failures using cross-functional reviews, rigorous problem-solving methods, failed parts transfer processes, data management tools, and project management practices.
• Product Problem Solving : Solve product problems using a process that protects the customer, determines the assignable cause, implements robust, data-based solutions, and identifies systemic root causes and recommended actions to prevent problem reoccurrence.
• Technical Customer Management : Represent Cummins to customers by being the interface for all technical aspects; provide engineering data, documentation, and training to customers to support the design and integration of equipment.
• Being Resilient : Rebound from setbacks and adversity when facing difficult situations.
• Collaborates : Build partnerships and work collaboratively with others to meet shared objectives.
• 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.
• Drives Results : Consistently achieve results, even under tough circumstances.
• Manages Complexity : Make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Resourcefulness : Secure and deploy resources effectively and efficiently.
• Diagnostics Application : Translate customer complaints to develop troubleshooting plans; troubleshoot issues following guided workflows, procedures, specialized equipment, and diagnose computer software to isolate failed components to enable successful repairs.
• 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 including data management tools; elevate issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts.