Engine Field Service Technician

3 months ago

Chennai, India Cummins Inc. Full time

DESCRIPTION

Responsible for diagnosing and completing fewer complex repairs to engines at customer sites. The role involves ensuring customer satisfaction through professional engagement, effective communication, and efficient service delivery. The technician will adhere to health, safety, and environmental policies, complete necessary documentation, and maintain service vehicles and tools.

Key Responsibilities:

Customer Engagement: Engage customers in a courteous and professional manner, anticipating their needs and ensuring prompt and efficient service.

Diagnostic and Repair: Use specialized tools and follow documented procedures to diagnose and repair fewer complex issues. Identify and prepare required parts and tools for each job.

Preventative Maintenance: Perform preventative maintenance on engines and related components according to schedules and standards.

Escalation and Documentation: Escalate unresolved issues to more experienced technicians or supervisors. Complete service documentation, including worksheets, timesheets, and warranty claims.

Service Opportunities: Identify additional service opportunities while at customer sites and communicate them effectively.

Training and Development: Participate in ongoing training to meet skill and business requirements.

Vehicle and Tool Maintenance: Maintain the cleanliness and proper operation of service vehicles and tools.

Health, Safety, and Environmental Compliance: Ensure adherence to all relevant policies, procedures, and legislation, reporting any issues to site management and supervisors.

RESPONSIBILITIES

Competencies:

Communication: Effectively develop and deliver multi-mode communications tailored to different audiences.

Customer Focus: Build strong relationships and deliver solutions centered on customer needs.

Talent Development: Support the development of people to meet their career and organizational goals.

Complexity Management: Analyze and manage complex and sometimes contradictory information to solve problems effectively.

Self-Development: Proactively seek new learning opportunities and challenges through formal and informal channels.

Health and Safety: Champion proactive health and safety behaviors to contribute to a safe, injury-free workplace.

Diagnostics Application: Develop troubleshooting plans based on customer complaints, using mechanical and electronic service tools to diagnose and repair issues.

Electronic Service Tools: Identify and utilize the correct suite of hardware and software tools for each service event, interpreting results to determine next steps.

Engine Systems Interactions: Analyze interactions between internal and external electrical and mechanical systems to diagnose and repair efficiently.

Product Repair and Maintenance: Follow guidelines for repairing and maintaining mechanical/electrical products, ensuring quality and minimizing customer costs.

Service Documentation: Accurately capture and verify customer, equipment, and technical information using required tools and systems.

Technical Escalation: Balance timely customer response with the need for thorough investigation, escalating issues when necessary while ensuring accurate documentation.

Value Differences: Recognize and appreciate the diverse perspectives and cultures within the organization.

Experience:

Basic level field service work experience

Intermediate level knowledge of and/or experience with engine products

Customer service experience

QUALIFICATIONS

Qualifications:

Skills/Knowledge:

Apprentice Trained Engine Technician (Preferred)

Vocational diploma from a relevant technical institution

Locally valid driving permit

This position may require licensing for compliance with export controls or sanctions regulations.

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