Engine Field Service Technician

**DESCRIPTION**

A customer-focused individual contributor responsible for providing advanced service engineering support in the field. This role involves diagnostics, repairs, and technical guidance for engine systems, with a focus on resolving critical and repeated issues. The Junior Shop Manager -2 works closely with field engineers, lab teams, and technical support to ensure timely issue resolution, data collection, and performance monitoring of customer vehicles.

**Key Responsibilities**
- Provide rapid response and technical support for critical field issues.
- Support Techline and AL Tech Line teams for issue resolution and vehicle turnaround.
- Track and update daily issue resolution via internal release trackers.
- Implement SOPs for handling critical field issues.
- Attend to repeated failures in customer vehicles and capture real-time data.
- Guide field engineers in breakdown resolution and data collection.
- Coordinate DEF/Fuel/Oil sample collection and lab analysis.
- Ensure timely return of failed parts to PCP for engineering analysis.
- Install data loggers on customer vehicles for performance tracking.
- Organize field resources for immediate support and diagnostics.
- Coordinate with engineering and lab teams for part analysis and resolution.
- Attend and update field issues in EP-FIRG forums.
- Implement STEP 3 & STEP 6 solutions in field vehicles and monitor performance.
- Supervise contract resources for vehicle data collection and restoration.
- Analyze field failures and define accurate problem statements.
- Perform complex diagnostics, repairs, and preventative maintenance on engine systems.
- Escalate unresolved issues to product specialists or supervisors.
- Document service activities, warranty claims, and quality reports.
- Identify additional service opportunities and support customer satisfaction.
- Maintain service vehicle and tools in optimal condition.
- Ensure compliance with health, safety, and environmental policies.

**RESPONSIBILITIES**

**Qualifications**
- Apprentice Trained Engine Technician (preferred).
- Vocational diploma from a relevant technical institution.
- Locally valid driving permit.
- Intermediate level knowledge obtained through training or on-the-job experience.
- Significant field service work experience.
- Diploma in Mechanical or Electrical Engineering.
- Expert-level knowledge of engine products.
- Experience in customer service and technical coaching (preferred).

**Core Competencies**
- **Communicates Effectively** - Tailors communication to audience needs.
- **Customer Focus** - Builds strong relationships and delivers solutions.
- **Develops Talent** - Coaches and supports team development.
- **Manages Complexity** - Analyzes and simplifies complex issues.
- **Manages Conflict** - Resolves issues with mínimal disruption.
- **Self-Development** - Pursues growth through formal and informal channels.
- **Health and Safety Fundamentals** - Promotes a safe work culture.
- **Diagnostics Application** - Troubleshoots and validates repairs.
- **Electronic Service Tool Application** - Uses tools for diagnostics and maintenance.
- **Engine Systems Interactions** - Diagnoses system-level interactions.
- **Product Repair and Maintenance** - Performs quality repairs and inspections.
- **Service Documentation** - Captures and verifies service data.
- **Technical Escalation** - Elevates and documents unresolved issues.
- **Values Differences** - Embraces diverse perspectives and cultures.

**QUALIFICATIONS**

**Skills and Experience**
- 1-3 years of relevant experience in service engineering or mechanical testing.
- Strong understanding of engine systems and interactions (fuel, exhaust, cooling, etc.).
- Proficiency in diagnostics using electronic service tools and software.
- Experience in data logger installation and real-time data analysis.
- Ability to guide and mentor field engineers and technicians.
- Familiarity with service documentation and escalation protocols.
- Hands-on experience with mechanical/electrical repairs and maintenance.
- Strong coordination and communication skills across teams.
- Ability to manage complexity and resolve conflicts effectively.
- Customer-focused mindset with a drive for results.

**Additional Information**
- This position may require licensing for compliance with export controls or sanctions regulations.

**Job** Service

**Organization** Cummins Inc.

**Role Category** Hybrid

**Job Type** Technician

**ReqID** 2417755

**Relocation Package** No