Engine Field Service Technician

**DESCRIPTION**

**Job Summary**:
Technical specialist and primary customer support contact responsible for diagnosing and executing complex repairs to engine products at the customer’s site.

**Key Responsibilities**:

- Establish and maintain productive customer relationships, ensuring prompt and efficient customer service.
- Utilize specialized tools and documented procedures to diagnose and complete complex repairs at customer locations.
- Perform preventative maintenance on engines and related components in the field according to schedules and standards.
- Escalate unresolved technical issues to product specialists or supervisors.
- Provide coaching, development, and knowledge transfer to technicians and apprentices; may review repair plans and parts lists.
- Complete required documentation such as service worksheets, timesheets, warranty claims, and quality documents.
- Identify and communicate additional sales and service opportunities with customers.
- Maintain service vehicle and tools in proper operating condition.
- Ensure compliance with all relevant Health, Safety, and Environmental policies and report any issues or incidents.

**RESPONSIBILITIES**

**Competencies**:

- **Communicates Effectively**: Conveying clear and precise messages tailored to different audiences.
- **Customer Focus**: Building strong relationships and delivering customer-centric solutions.
- **Develops Talent**: Supporting employee development to meet career and organizational goals.
- **Manages Complexity**: Analyzing complex information to resolve issues efficiently.
- **Manages Conflict**: Addressing conflicts constructively with mínimal disruption.
- **Self-Development**: Actively pursuing new learning opportunities through formal and informal channels.
- **Health and Safety Fundamentals**: Promoting and modeling proactive health and safety behaviors.
- **Diagnostics Application**: Identifying and troubleshooting issues using specialized equipment and software.
- **Electronic Service Tool Application**: Utilizing appropriate hardware and software tools for diagnostics and repairs.
- **Engine Systems Interactions**: Analyzing electrical and mechanical system interactions for accurate diagnoses and repairs.
- **Product Repair and Maintenance**: Conducting mechanical/electrical repairs using the required tools while adhering to standard repair times.
- **Service Documentation**: Ensuring accurate record-keeping of customer, equipment, and technical service data.
- **Technical Escalation**: Addressing technical issues efficiently and escalating as needed.
- **Values Differences**: Recognizing and appreciating diverse perspectives and cultural contributions.

**Education, Licenses, and Certifications**:

- Apprentice Trained Engine Technician (preferred).
- Vocational diploma from a relevant technical institution.
- Locally valid driving permit.
- Licensing may be required for compliance with export controls or sanctions regulations.

**QUALIFICATIONS**

**Experience**:

- Significant field service work experience.
- Expert-level knowledge of and/or experience with engine products.
- Customer service experience.
- Experience providing technical advice and coaching to junior technicians (preferred).

**Skills**:

- Managing critical and hard-to-diagnose cases escalated from dealerships and sharing field learnings.
- Developing training and capability-building initiatives for dealership teams on engine control modules (ECMs) and electrical diagnostics.

**Job** Service

**Organization** Cummins Inc.

**Role Category** Hybrid

**Job Type** Technician

**ReqID** 2412279

**Relocation Package** No