Engine Field Service Technician

**DESCRIPTION**

**Job Summary**:
The Engine Field Service Technician - Level II is responsible for diagnosing and completing fewer complex repairs to engines at customer sites. This role involves maintaining strong customer relationships, ensuring efficient service delivery, and adhering to safety standards. The technician will work with a variety of specialized tools and software to diagnose issues and perform preventative maintenance, ensuring timely resolution of engine-related concerns.

**Key Responsibilities**:

- Engage customers courteously and professionally to address their needs promptly and efficiently.
- Use specialized tools and follow documented procedures to diagnose and perform fewer complex repairs, including identifying and preparing required parts and tools.
- Perform preventative maintenance activities on engines and related components per documented schedules and standards at the customer’s site.
- Escalate unresolved issues to more experienced technicians or supervisors as needed.
- Complete and verify all required service documentation, including service worksheets, timesheets, warranty claims, and quality documents.
- Identify additional service opportunities with customers to enhance service engagement.
- Maintain service vehicles and tools, ensuring cleanliness and proper operation.
- Adhere to all relevant Health, Safety & Environmental policies, reporting any issues or incidents to site management and supervisors.
- Review and address electrical complaints in coordination with AO/dealership teams, supporting them with technical solutions, especially in parts supply constraints, to restore equipment functionality within 48 hours.
- Publish and maintain a dashboard for breakdown complaints and conduct site visits to resolve complex issues.
- Monitor compliance with mandatory maintenance checks (NGPI, A & C checks) within the warranty period.
- Collaborate with the Zonal Contract Team to replace alternators and control panels to avoid premature failures.
- Conduct skill gap analysis for engineers, release training calendars, and ensure training completion in line with identified skill needs.
- Enhance proficiency in using In Power and In Site software tools, fault code analysis, and proactive customer recommendations.
- Develop technical capabilities of dealer engineers on customer systems to support retrofit projects.

**RESPONSIBILITIES**

**Competencies**:

- **Communicates Effectively** : Ability to convey information clearly, adapting to different audiences.
- **Customer Focus** : Building strong customer relationships and providing solutions that meet customer needs.
- **Develops Talent** : Coaching and developing team members to align with career and organizational goals.
- **Manages Complexity** : Navigating through complex information to identify effective solutions.
- **Self-Development** : Actively seeking new learning opportunities to enhance personal growth.
- **Health and Safety Fundamentals** : Championing safety behaviors and participating in actions to promote a safe working environment.
- **Diagnostics Application** : Translating customer complaints into troubleshooting plans and documenting resolutions for historical tracking.
- **Electronic Service Tool Application** : Utilizing electronic tools for diagnostics and maintenance, interpreting results to guide service actions.
- **Engine Systems Interactions** : Understanding the interaction between internal and external systems (exhaust, heating, cooling, fuel, etc.) to diagnose and repair effectively.
- **Product Repair and Maintenance** : Following guidelines to repair and maintain engines, ensuring quality standards are met.
- **Service Documentation** : Accurately capturing service data and documenting work for records and compliance.
- **Technical Escalation** : Utilizing resources for technical issue resolution and ensuring seamless handover for complex cases.
- **Values Differences** : Appreciating diverse perspectives and fostering an inclusive environment.

**Education, Licenses, Certifications**:

- Apprentice-trained engine technician (preferred).
- Vocational diploma from a relevant technical institution.
- Valid local driving permit.
- Compliance with export controls or sanctions regulations may be required.

**Experience**:

- Basic level field service work experience.
- Intermediate-level knowledge of engine products and associated repair techniques.
- Customer service experience, with a focus on delivering timely and effective solutions.

**QUALIFICATIONS**

**Skills & Knowledge**:

- Proficiency in diagnosing electrical issues, collaborating with AO/dealership teams to resolve complaints within specified timeframes.
- Ability to publish and analyze complaint dashboards and monitor equipment maintenance compliance.
- Strong understanding of alternators, control panels, and mandatory checks (NGPI, A & C checks).
- Advanced skills in using software tools (In Power, InSite) for diagnostics, fault cod