On Site Service Technician

5 days ago

Kolkata, India Cummins Inc. Full time

DESCRIPTION

The On-Site Service Technician acts as the technical specialist and primary customer support contact at a single customer site, responsible for independently diagnosing and completing equipment repairs. The role will also include marine installation and commissioning onsite at nominated shipyards.

Key Responsibilities:

Independently diagnose and perform repairs on equipment at the customer site.

Maintain productive customer relations and ensure prompt attention to customer needs to minimize downtime.

Provide coaching on preventative maintenance or repairs to less experienced technicians and customer personnel; may provide work direction and review repair plans, parts lists, and tool requirements.

Manage parts and spares inventory at the worksite to ensure availability for repairs.

Escalate unresolved technical issues to product specialists or supervisors for further analysis.

Complete necessary documentation such as service worksheets, timesheets, warranty claims, and quality documents via handwritten or business system input.

Identify and communicate additional sales and service opportunities to customers.

Maintain cleanliness and proper operation of the work area and tools.

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

Complete required training in line with skill and business needs.

RESPONSIBILITIES

Competencies:

Communicates Effectively: Tailor communications to different audiences, ensuring clarity and understanding.

Customer Focus: Build and maintain strong customer relationships by delivering customer-centric solutions.

Develops Talent: Mentor and guide others to meet their career goals while achieving organizational objectives.

Manages Complexity: Make sense of complex or contradictory information to solve problems effectively.

Manages Conflict: Handle conflict situations calmly and effectively with minimal disruptions.

Self-Development: Seek continuous improvement opportunities through formal and informal learning channels.

Health and Safety Fundamentals: Champion health and safety behaviors to foster a culture of safety and reduce workplace injuries.

Diagnostics Application: Develop troubleshooting plans based on customer complaints, use specialized service tools and software to diagnose problems, and ensure repairs resolve the issue.

Electronic Service Tool Application: Use the appropriate hardware and software tools for diagnostics and troubleshooting, interpreting results to determine the next steps.

Engine Systems Interactions: Analyze interactions between internal and external systems (, exhaust, fuel, cooling) to diagnose and repair engine issues using tools and service publications.

Product Repair and Maintenance: Perform mechanical and electrical product repairs following guidelines, ensuring quality, timely repairs, and minimizing customer costs.

Service Documentation: Accurately document technical data and customer information in the service management system for future reference.

Technical Escalation: Use data management tools to escalate complex issues while balancing customer response time and investigation efforts, ensuring accurate troubleshooting records.

Values Differences: Recognize the importance of diverse perspectives and cultural differences in problem-solving and collaboration.

Education, Licenses, Certifications:

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

Licensing may be required for compliance with export control or sanctions regulations.

QUALIFICATIONS

Experience:

Extensive field service experience, particularly with power generation and/or engine products.

Basic understanding of competitors and typical industry practices.

High Voltage/Low Voltage practical experience (Optional).

Skills/Knowledge:

In-depth knowledge of service and installation for marine engines and gensets, including controls.

Familiarity with marine certifications and trials (Preferred).

Experience working with shipyards or refitting yards (Preferred).

Ability to work independently at customer sites.

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