On Site Service Technician

1 month ago

Mumbai, India Cummins Inc. Full time

DESCRIPTION

A technical specialist and regular customer support contact responsible for diagnosing and completing less complex repairs to Cummins products at a single customer site. This role requires a solid understanding of Cummins products, effective communication skills, and a commitment to customer satisfaction and safety.

Key Responsibilities:

Customer Engagement:

Engage with customers in a courteous and professional manner, ensuring prompt and efficient attention to their needs.

Diagnostic and Repair:

Apply specialized tools and follow documented procedures and policies to diagnose and complete less complex repairs, including identifying and preparing required parts and tools.

Coaching and Mentoring:

Coach customer employees on preventative maintenance activities and basic repairs, providing guidance and support as needed.

Issue Escalation:

Escalate unresolved technical issues to more experienced On Site Technicians or Supervisors to ensure timely resolution.

Documentation:

Complete all required documentation, including service worksheets, timesheets, warranty claims, and quality documents, either via handwritten forms or business system input screens.

Training and Development:

Complete training in line with skill development and business requirements to stay updated with the latest service techniques and technologies.

Workplace Maintenance:

Maintain the cleanliness and proper operation of the work area and tools, ensuring a safe and organized environment.

Health, Safety, and Environment:

Adhere to all relevant Health, Safety, and Environmental policies, procedures, and legislation, and report any issues or incidents to site management and supervisors.

RESPONSIBILITIES

Competencies:

Communication and Collaboration:

Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Collaborate effectively across various teams, ensuring that communication is clear, timely, and meets the needs of all stakeholders.

Customer Focus:

Build and maintain strong customer relationships, delivering solutions that are tailored to meet customer needs.

Translate customer complaints into actionable troubleshooting plans, ensuring a swift and accurate resolution to maintain customer satisfaction.

Talent Development:

Actively participate in developing team members to meet both their career goals and the organizations objectives.

Provide guidance and mentoring to less experienced team members, fostering a culture of continuous learning and development.

Complex Problem-Solving:

Analyze complex and contradictory information to effectively solve problems and make informed decisions.

Utilize electronic service tools and diagnostic software to identify and resolve issues efficiently.

Health and Safety:

Champion and model proactive health and safety behaviors, contributing to an injury-free workplace.

Identify, report, and participate in actions to improve health and safety within the organization.

Diagnostics and Technical Expertise:

Apply technical knowledge to diagnose and troubleshoot product issues using mechanical and electronic service tools.

Interpret and analyze the interactions of internal and external systems (, exhaust, heating, cooling, fuel systems) to diagnose and repair complex issues.

Product Repair and Maintenance:

Perform repairs and maintenance on mechanical/electrical products following guidelines, using the required tools within standard repair times.

Disassemble and reassemble engines or power generators, ensuring quality and adherence to cleanliness and organization standards.

Service Documentation:

Create and verify customer, equipment, and technical information, capturing specific data using required service tools.

Document all service activities accurately in the service management system to ensure a precise record of work done.

Technical Escalation:

Obtain and escalate product technical issues to higher levels of expertise when necessary, balancing customer response timeliness with thorough investigation.

Capture all troubleshooting steps in the appropriate database to ensure accurate and timely resolution of technical issues.

Inclusion and Diversity:

Recognize and value the diverse perspectives and cultures within the organization, promoting an inclusive work environment.

Actively seek out and incorporate different viewpoints to enhance team performance and innovation.

Education, Licenses, Certifications:

Vocational diploma from a relevant technical institution (Required).

Apprentice Certified Power Generation or Engine Technician (Preferred).

Current relevant electrical certification (Optional).

Locally valid driving permit (Required).

Experience:

Field Service:

Basic level field service work experience, with intermediate knowledge of and/or experience with power generation or engine products.

Technical Expertise:

Hands-on experience with engine and aftertreatment system vehicle-level analysis, troubleshooting, and repairs.

Customer Service

Customer service experience, including handling warranty cases and providing aftermarket service support.

QUALIFICATIONS

Knowledge/Skills

Technical Skills:

Proficiency in using electronic service tools like Insite for engine and aftertreatment systems (ATS).

Ability to strip down and rebuild components such as turbochargers, dosing systems, and fuel systems, and analyze failures.

Capability to troubleshoot issues on vehicles, engines, gensets, and construction equipment.

Training and Support:

Ability to organize and deliver training to OEMs and CCC Service Centers to ensure trouble-free operation of products.

Support CCCs with technical/service support and parts availability, enhancing customer support capabilities.

Data Management:

Maintain service databases for key activities, supporting monthly reporting and continuous improvement efforts.

Communication:

Strong written and spoken communication skills, with the ability to effectively present information and handle customer interactions.

Product Knowledge:

In-depth product knowledge of engines, automotive, off-road equipment, and power generation systems.

Additional Skills:

Proficiency in MS Word, Excel, and PowerPoint.

Strong data analysis skills, continuous improvement mindset, and customer orientation.

Ability and willingness to travel frequently to customer sites.

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