On Site Service Technician

**DESCRIPTION**

The Field Service Technician is a technical specialist and regular customer support contact responsible for diagnosing and completing less complex repairs to Cummins products at a single customer’s site. This role involves engaging with customers, using specialized tools, and following documented procedures to ensure efficient and effective service delivery.

Key Responsibilities:

- Engage customers in a courteous and professional manner, ensuring prompt and efficient attention to their needs.
- Coach customer employees on preventative maintenance activities and basic repairs.
- Escalate unresolved issues to more experienced On-Site Technicians and/or Supervisor.
- Complete required documentation, such as service worksheets, timesheets, warranty claims, and quality documents via handwritten forms or business system input screens.
- Complete training in line with skill and business requirements.
- Maintain work area and tools for cleanliness and proper operation.
- Ensure adherence to all relevant Health, Safety & Environmental policies, procedures, and legislation, and report any issues/incidents to site management and supervisor.

**RESPONSIBILITIES**

**Skills and Experience**:

- Basic level field service work experience.
- Intermediate level knowledge of and/or experience with power generation or engine products.
- High Voltage/Low Voltage experience (optional).
- Customer service experience.
- Minimum of 5 years of experience in the automotive field service.
- Good knowledge of instrumentation and electronic systems, and related troubleshooting.
- Experience with equipment calibration (temperature, pressure, flow) and documentation.
- Experience working for NABL accreditation.
- Ability to deal with external suppliers.
- Preferable: Ariba access for PR PO, CTCI Fims access for LWRF, NPDN raise knowledge, GIEA access, NFA raise knowledge, NFA link access, CIL & CTIPL provision, knowledge of Service ASN, share point access.

**Competencies**:

- **Communicates Effectively** : Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- **Customer Focus** : Build strong customer relationships and deliver customer-centric solutions.
- **Develops Talent** : Develop people to meet both their career goals and the organization’s goals.
- **Manages Complexity** : Make sense of complex, high-quantity, and sometimes contradictory information to effectively solve problems.
- **Self-Development** : Actively seek new ways to grow and be challenged using both formal and informal development channels.
- **Health and Safety Fundamentals** : Champion proactive health and safety behaviors to build an interdependent culture and contribute to an injury-free workplace.
- **Diagnostics Application** : Translate customer complaints to develop troubleshooting plans; troubleshoot issues using guided workflows, procedures, specialized equipment, and diagnostic software to isolate failed components and enable successful repairs; validate repairs by duplicating complaints to ensure resolution; document troubleshooting results in business systems for payment and historical tracking.
- **Electronic Service Tool Application** : Identify the suite of available hardware and software tools required for a service event; utilize the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interpret electronic tool results or recommendations to determine next steps for service resolution.
- **Product Repair and Maintenance** : Repair and maintain mechanical/electrical products following guidelines, using required tools within standard repair time to ensure a quality repair; disassemble and assemble engines or power generators following guidelines, using required tools to ensure a clean and organized environment; inspect and replace parts and components following re-use guidelines to minimize customers' cost of ownership; perform progressive damage checks following guidelines to restore to pre-failure condition.
- **Service Documentation** : Create and verify customer, equipment, and technical information; capture specific data using required service tools; follow procedures and document required information in the service management system to have an accurate record of the work done.
- **Technical Escalation** : Obtain product technical issue information and utilize available resources including data management tools; elevate issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; capture all troubleshooting steps in the appropriate database to ensure seamless transitions and accurate response to ticket resolution in a timely manner.
- **Values Differences** : Recognize the value that different perspectives and cultures bring to an organization.

**QUALIFICATIONS**

**Qualifications**:

- Vocational diploma from a relevant technical institution.
- Apprentice Certified