Engine Field Service Technician - Level III

Job Summary

Provides technical expertise and serves as a primary customer support contact for diagnosing, troubleshooting, and executing complex repairs and maintenance of engine products at customer sites. Applies advanced diagnostic skills, specialized tools, service procedures, and product knowledge to ensure timely and effective resolution of customer issues while maintaining high standards of safety, quality, and customer service.

Key Responsibilities

- Establishes and maintains productive customer relationships, ensuring prompt, professional, and efficient attention to customer needs.
- Diagnoses and completes complex repairs on engine products at customer sites using specialized tools, diagnostic equipment, service publications, and documented procedures.
- Performs preventive maintenance activities on engines and related components in accordance with documented schedules, standards, and service requirements.
- Troubleshoots mechanical, electrical, electronic, fuel, cooling, exhaust, aftertreatment, driveline, controls, and sensor-related systems to identify root causes and resolve product issues.
- Uses electronic service tools, software, and diagnostic equipment to interpret fault information, identify failed components, and determine appropriate repair actions.
- Validates completed repairs by confirming that the original customer concern has been resolved and the product is operating as expected.
- Escalates unresolved or complex technical issues to product specialists, technical experts, or supervisors, providing complete troubleshooting details and relevant technical information.
- Provides technical guidance, coaching, and knowledge transfer to technicians and apprentices; may provide work direction and review repair plans, parts lists, and related technical requirements.
- Completes accurate service documentation, including service worksheets, timesheets, warranty claims, quality documents, customer/equipment information, and technical records through applicable systems or forms.
- Identifies additional service and sales opportunities based on customer requirements and product/service needs.
- Completes required technical and functional training in line with business and skill requirements and actively develops technical capabilities.
- Maintains service vehicles, tools, equipment, and work areas in a clean, safe, and operational condition.
- Ensures compliance with all applicable Health, Safety & Environmental policies, procedures, standards, and legislation.
- Reports safety concerns, incidents, and other HSE issues to site management and the appropriate supervisor.
- Supports continuous improvement by sharing technical knowledge, field insights, and opportunities to improve service processes and customer experience.

Key Responsibilities:

- Service Delivery Monitoring : Oversee Service Delivery Process (SDP) at dealerships, conduct audits, identify gaps, and drive improvements for a robust process.
- Daily review and closure of critical breakdown and running-with-problem events by coordinating with customers, dealerships, and process owners.

- Customer and Dealer Relationship Management : Build strong relationships with key customers, proactively conduct customer visits, and address their concerns effectively.
- Conduct monthly/quarterly meetings with OEMs/GOEMs and document actions for closure.

- Performance Management : Monitor Net Promoter Score (NPS) at dealerships, analyze detractors/passives, and implement improvements.
- Review service KPIs, initiatives like SQM, Service Touch, Warranty, CEIT, and customer escalations with stakeholders.

- Process Improvement : Ensure compliance with NEPI BCD requirements and facilitate dealership visits for alignment.
- Conduct dealer score audits, share improvement recommendations, and work towards target achievement.
- Enhance Preventive Maintenance Compliance of Alternators / NGPI Compliance

- Technical Support and Knowledge Sharing : Investigate product/system problems, identify causes, recommend solutions, and document findings.
- Share knowledge via Knowledge Management Systems (KMS), QSOL tickets, and training sessions.
- Provide onsite technical expertise as needed and assist in field action campaigns and VPI programs.
- Implement proactive and efficient SRN review and monitoring process to minimize downtime of electrical and controls components.

- Training and Capability Building : Identify skill gaps in dealership engineers and collaborate with HODs to enhance technical team capabilities.

- Product Quality and Feedback : Report product quality issues and unusual observations to relevant teams for resolution.

- Audit and Compliance : Conduct FSR/FSPR audits to ensure quality and hygiene, focusing on global failed codes.

* Qualifications and Competencies

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.
- 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.
- 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.

Qualifications:

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

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