On Site Service Technician

**DESCRIPTION**

Acts as the technical specialist and primary customer support contact to independently diagnose and complete repairs to products at a single customer site.

**Key Responsibilities**:

- Independently performs diagnostics and completes repairs on equipment at customer site.
- Maintains productive customer relations and ensures prompt and efficient attention to customer needs to minimize product downtime.
- Coaches on preventative maintenance and/or repairs completed by more experienced technicians and/or customer technicians; may provide work direction to others; may review repair plans, parts, and tool lists.
- Manages parts and spares inventory at the work site.
- Escalates unresolved issues to product specialists or Supervisor.
- Completes required documentation, such as service worksheets, timesheets, warranty claims, and quality documents via handwritten forms or business system input screens.
- Identifies additional sales and service opportunities with customers.
- Completes training in line with skill and business requirements.
- Maintains work area and tools for cleanliness and proper operation.
- Ensures adherence to all relevant Health, Safety & Environmental policies, procedures, and legislation and reports any issues or incidents to site management and their supervisor.

**RESPONSIBILITIES**

**Qualifications**:

- **Education, Licenses, Certifications**:

- Apprentice Certified Power Generation and/or Engine Technician.
- Vocational diploma from a relevant technical institution (preferred).
- Current relevant electrical certification (optional).
- Locally valid driving permit.
- This position may require licensing for compliance with export controls or sanctions regulations.

**Competencies**:

- **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.
- **Develops Talent**: Developing people to meet both their career goals and the organization’s goals.
- **Manages Complexity**: Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
- **Manages Conflict**: Handling conflict situations effectively, with a minimum of noise.
- **Self-Development**: Actively seeking new ways to grow and be challenged using both formal and informal development channels.
- **Health and Safety Fundamentals**: Champions and models proactive health and safety behaviors by identifying, reporting, and participating in actions to improve health and safety to build an interdependent culture and contribute to an injury-free workplace.
- **Diagnostics Application**: Translates customer complaints to develop troubleshooting plans; troubleshoots issues following guided workflows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.
- **Electronic Service Tool Application**: Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.
- **Product Repair and Maintenance**: Repairs and maintains mechanical/electrical products following guidelines, using required tools within standard repair time to ensure a quality repair; disassembles and assembles engines or power generators following guidelines, using required tools to ensure a clean and organized environment; inspects and replaces parts and components following re-use guidelines to minimize customers' cost of ownership; performs progressive damage check following guidelines to restore to pre-failure condition.
- **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 to have an accurate record of the work done.
- **Technical Escalation**: Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database to ensure seamless transitions and accurate response to ticket resolution in a timely manner.
- **Values Differences**: Recognizing the value that different perspectives and cultures bring to an organization.

**QUALIFICATIONS**

**Skills and Experience