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 continually develops productive customer relations and ensures prompt and efficient attention to customer needs. Applies the use of specialized tools and follows documented procedures and policies to diagnose and complete complex repairs at customer site. Performs preventative maintenance activities as per documented schedules and standards on engines and related components in the field. Escalates unresolved issues to product specialists or supervisor. Coaches and develops technicians and/or apprentices and transfers knowledge and experience to others; may provide work direction; may review repair plans, parts lists, etc. Completes required documentation, such as service worksheets, timesheets, warranty claims, quality documents via handwritten forms or business system input screens. Identifies additional sales and service opportunities with customer. Completes training in line with skill and business requirements. Maintains service vehicle and tools for cleanliness and proper operation. Ensure adherence to all relevant Health Safety & Environmental policies, procedures and legislation and reports any issues / incidents to site management and to their supervisor.

Competencies:

- Field Investigation and Support : Gathers and communicates technical information, both internally and externally, between technical problem solvers and the service channel about product or process-related issues using proven problem-solving techniques. Strong knowledge on Cummins service SDP process and able to demonstrate through Optimus.
- Product Failure Reporting and Corrective/Preventive Action Systems : Defines and leads 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 : Solves product problems using a process that protects the customer; determines the assignable cause; implements robust, data-based solutions; and identifies the systemic root causes and recommended actions to prevent problem reoccurrence.
- Technical Customer Management : Represents Cummins to customers by being the interface for all technical aspects; provides engineering data, documentation, and training to customers to support the design and integration of equipment.
- Being Resilient : Rebounding from setbacks and adversity when facing difficult situations.
- Collaborates : Building partnerships and working collaboratively with others to meet shared objectives.
- 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.
- Drives Results : Consistently achieving results, even under tough circumstances.
- Manages Complexity : Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
- Resourcefulness : Securing and deploying resources effectively and efficiently.
- Diagnostics Application : Translates customer complaints to develop troubleshooting plans; troubleshoots issues following guided workflows, procedures, specialized equipment, and diagnoses computer software to isolate failed components. In-depth understanding of thermodynamics, combustion, air–fuel management, and gas engine operation. Knowledge of engine fuel systems, ignition systems, air–fuel mixers, regulators, valves, turbochargers, aftercoolers, and exhaust systems. Expertise in genset controllers and control systems (Power Command, Woodward, Deep Sea, ECU mapping and calibration).Strong understanding of mechanical systems including valve settings, cylinder heads, pistons, liners, compression ratios, and lubrication systems.
- 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.
- Technical Escalation : Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise; captures all troubleshooting steps in the appropriate database.
- Values Differences : Recognizing the value that different perspectives and cultures bring to an organization.

Skills and Experience:

- Basic to intermediate level of relevant work experience in technical roles is required.
- Prior experience in service delivery, technical support, or field engineering is preferred.
- Demonstrated ability to analyze, troubleshoot, and resolve technical problems efficiently.
- Strong communication, customer relationship, and project management skills