Engine Field Service Technician - Level III

Job Summary:

The Engine Field Service Technician – Level III is the primary technical specialist and customer support contact responsible for diagnosing, troubleshooting, repairing, and maintaining Cummins engine products at customer sites. This role independently performs complex repairs, preventive maintenance, and advanced diagnostics while ensuring high levels of customer satisfaction, safety, quality, and operational excellence. The technician serves as a technical mentor, supports critical customer accounts, drives issue resolution through cross-functional collaboration, and contributes to continuous improvement by sharing technical expertise and best practices.

Key Responsibilities:

Technical Service & Field Support

- Diagnose, troubleshoot, and execute complex mechanical and electrical repairs on Cummins engine products and related systems using specialized diagnostic tools and established service procedures.
- Perform scheduled preventive maintenance and inspections in accordance with Cummins service standards.
- Interpret customer concerns, develop troubleshooting plans, validate repairs, and ensure successful restoration of equipment performance.
- Escalate complex technical issues to product specialists or engineering support while maintaining complete troubleshooting documentation.

Customer Relationship Management

- Build and maintain strong customer relationships by providing professional, responsive, and technically sound service.
- Act as the primary technical contact for assigned customer accounts, providing regular service updates and ensuring timely resolution of maintenance and breakdown activities.
- Identify additional service, maintenance, and aftermarket opportunities that enhance customer value and equipment reliability.
- Support customer satisfaction by proactively communicating repair progress, parts availability, and service status.

Technical Leadership & Knowledge Sharing

- Coach, mentor, and provide technical guidance to technicians and apprentices to develop technical capability and service excellence.
- Review repair plans, parts requirements, and technical approaches to ensure quality and efficiency.
- Share technical knowledge, field learnings, and best practices to support continuous improvement across the service organization.
- Facilitate regular technical discussions and cross-functional reviews to improve visibility of open service issues and drive timely resolution.

Service Coordination & Documentation

- Complete service documentation, including service worksheets, inspection reports, warranty claims, quality records, and timesheets using Cummins business systems.
- Prepare technical summaries, service reports, and presentations for critical issue reviews and customer updates.
- Coordinate with internal teams to track open service cases, parts availability, and project status to ensure effective service delivery.
- Maintain accurate service history and documentation to support warranty administration, compliance, and future maintenance planning.

Health, Safety & Compliance

- Demonstrate leadership in Health, Safety, and Environmental (HSE) practices by conducting job safety assessments (JSA) before commencing work and promoting a strong safety culture.
- Ensure compliance with Cummins safety standards, environmental policies, regulatory requirements, and customer site procedures.
- Report hazards, incidents, and unsafe conditions promptly while implementing appropriate corrective actions.
- Maintain service vehicles, tools, diagnostic equipment, and work areas in a clean, safe, and operational condition.

Continuous Improvement & Operational Excellence

- Support continuous improvement initiatives by analyzing recurring technical issues and recommending corrective actions.
- Participate in technical training to maintain expertise in Cummins products, emerging technologies, and service practices.
- Collaborate with cross-functional teams to improve service quality, response times, and operational efficiency.
- Contribute to project reviews and critical issue resolution activities by providing technical expertise and performance insights.

- Doing JSA by Anvl App before start work and educate team to stay focused on Safety practices

- Visiting other key customers in and around Chennai for relationship building.

- Regular connect and updates of status to L&T Project on parts, maintenances and breakdowns.

- Organizing weekly telecon with internal team to bring visibility on open complaints and parts status on projects

- Preparing the PPT / Critical issue resolution in Equinix & L&T Project