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On Site Service Technician

2 months ago

Pune, India Cummins Inc. Full time

DESCRIPTION

Key Responsibilities:

Diagnostics and Repairs : Independently performs diagnostics and completes repairs on equipment at customer sites.

Customer Relations : Maintains productive customer relations and ensures prompt and efficient attention to customer needs to minimize product downtime.

Coaching and Direction : Coaches on preventative maintenance and/or repairs completed by more experienced technicians and/or customer technicians; may provide work direction to others; may review repair plans, parts, and tool lists.

Inventory Management : Manages parts and spares inventory at the work site.

Issue Escalation : Escalates unresolved issues to product specialists or supervisors.

Documentation : Completes required documentation, such as service worksheets, timesheets, warranty claims, and quality documents via handwritten forms or business system input screens.

Sales and Service Opportunities : Identifies additional sales and service opportunities with customers.

Training : Completes training in line with skill and business requirements.

Work Area Maintenance : Maintains work area and tools for cleanliness and proper operation.

Health and Safety : Ensures adherence to all relevant Health, Safety & Environmental policies, procedures, and legislation and reports any issues/incidents to site management and their supervisor.

RESPONSIBILITIES

Qualifications:

Apprentice Certified Power Generation and/or Engine Technician.

Vocational diploma from a relevant technical institution (preferred).

Current relevant electrical certification (optional).

Locally valid driving permit.

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

Competencies:

Communicates Effectively : Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Customer Focus : Building strong customer relationships and delivering customer-centric solutions.

Develops Talent : Developing people to meet both their career goals and the organizations goals.

Manages Complexity : Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Manages Conflict : Handling conflict situations effectively, with a minimum of noise.

Self-Development : Actively seeking new ways to grow and be challenged using both formal and informal development channels.

Health and Safety Fundamentals : Champions and models proactive health and safety behaviors by identifying, reporting, and participating in actions to improve health and safety to build an interdependent culture and contribute to an injury-free workplace.

Diagnostics Application : Translates customer complaints to develop troubleshooting plans; troubleshoots issues following guided workflows, procedures, specialized equipment, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaints to ensure resolution; documents result of troubleshooting in business systems for payment and historical tracking.

Electronic Service Tool Application : Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.

Engine Systems Interactions : Interprets and analyzes the interactions of internal and external electrical and mechanical systems by applying tools, service publications, and taking measurements to efficiently and correctly diagnose and repair.

Product Repair and Maintenance : Repairs and maintains mechanical/electrical products following guidelines, using required tools within standard repair time to ensure a quality repair; disassembles and assembles engines or power generators following guidelines, using required tools to ensure a clean and organized environment; inspects and replaces parts and components following re-use guidelines to minimize customers cost of ownership; performs progressive damage checks following guidelines to restore to pre-failure condition.

Service Documentation : Creates and verifies customer, equipment, and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system to have an accurate record of the work done.

Technical Escalation : Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database to ensure seamless transitions and accurate response to ticket resolution in a timely manner.

Values Differences : Recognizing the value that different perspectives and cultures bring to an organization.

QUALIFICATIONS

Skills and Experience:

Tracking all NON CMI incidents with QRT and ensuring resolution within 24 hours.

Providing technical support to QRT for diagnosis of NON CMI products.

Ensuring parts stock as per incidents and OEM critical requirements.

Tracking critical CES product failures and supporting the PQC team with failed parts.

Monitoring all CES field validations and sending reports to service engineering.

Releasing CES scorecards for all India performance.

Coordinating between field teams and service engineering teams for CES field issues.

Tracking reverse logistics and DPR process adherence at CCC.

Ensuring all CBU (MCI & NON CMI) failed parts receipt compliance and quality.

Extensive knowledge of power generation and/or engine products.

Basic understanding of competitors and typical industry practices.

High Voltage/Low Voltage practical experience (optional).

8-10 years of experience required.