Engine Field Service Technician - Level II

Job Summary:

Diagnoses and completes less complex repairs to engines at the customer’s site.

Key Responsibilities:

Engages customers in a courteous and professional manner. Anticipates and ensures prompt and efficient attention to customer needs. Applies the use of specialized tools and follows documented procedures and policies to diagnose and complete less complex repairs, including identifying and preparing required parts and tools. Performs preventative maintenance activities as per documented schedules and standards on engine and related components in the field. Escalates unresolved issues to more experienced Field Service Technicians and/or Supervisor. Completes required documentation, such as service worksheets, timesheets, warranty claims, quality documents via handwritten forms or business system input screens. Identifies additional service opportunities with customer. Completes training in line with skill and business requirements. Maintains service vehicle and tools for cleanliness and proper operation. Ensure adherence to all relevant Health Safety & Environmental policies, procedures and legislation and reports any issues / incidents to site management and to their supervisor.

Key Responsibilities:

- Service Delivery Monitoring : Oversee Service Delivery Process (SDP) at dealerships, conduct audits, identify gaps, and drive improvements for a robust process.
- Daily review and closure of critical breakdown and running-with-problem events by coordinating with customers, dealerships, and process owners.

- Customer and Dealer Relationship Management : Build strong relationships with key customers, proactively conduct customer visits, and address their concerns effectively.
- Conduct monthly/quarterly meetings with OEMs/GOEMs and document actions for closure.

- Performance Management : Monitor Net Promoter Score (NPS) at dealerships, analyze detractors/passives, and implement improvements.
- Review service KPIs, initiatives like SQM, Service Touch, Warranty, CEIT, and customer escalations with stakeholders.

- Process Improvement : Ensure compliance with NEPI BCD requirements and facilitate dealership visits for alignment.
- Conduct dealer score audits, share improvement recommendations, and work towards target achievement.
- Enhance Preventive Maintenance Compliance of Alternators / NGPI Compliance

- Technical Support and Knowledge Sharing : Investigate product/system problems, identify causes, recommend solutions, and document findings.
- Share knowledge via Knowledge Management Systems (KMS), QSOL tickets, and training sessions.
- Provide onsite technical expertise as needed and assist in field action campaigns and VPI programs.
- Implement proactive and efficient SRN review and monitoring process to minimize downtime of electrical and controls components.

- Training and Capability Building : Identify skill gaps in dealership engineers and collaborate with HODs to enhance technical team capabilities.

- Product Quality and Feedback : Report product quality issues and unusual observations to relevant teams for resolution.

- Audit and Compliance : Conduct FSR/FSPR audits to ensure quality and hygiene, focusing on global failed codes.

* Qualifications and Competencies

Competencies:

- Field Investigation and Support : Gathers and communicates technical information, both internally and externally, between technical problem solvers and the service channel about product or process-related issues using proven problem-solving techniques.
- Product Failure Reporting and Corrective/Preventive Action Systems : Defines and leads a process to record, prioritize, and resolve product failures using cross-functional reviews, rigorous problem-solving methods, failed parts transfer processes, data management tools, and project management practices.
- Product Problem Solving : Solves product problems using a process that protects the customer; determines the assignable cause; implements robust, data-based solutions; and identifies the systemic root causes and recommended actions to prevent problem reoccurrence.
- Technical Customer Management : Represents Cummins to customers by being the interface for all technical aspects; provides engineering data, documentation, and training to customers to support the design and integration of equipment.
- Being Resilient : Rebounding from setbacks and adversity when facing difficult situations.
- Collaborates : Building partnerships and working collaboratively with others to meet shared objectives.
- 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.
- Drives Results : Consistently achieving results, even under tough circumstances.
- Manages Complexity : Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
- Resourcefulness : Securing and deploying resources effectively and efficiently.
- 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.
- 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.
- Technical Escalation : Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise; captures all troubleshooting steps in the appropriate database.
- Values Differences : Recognizing the value that different perspectives and cultures bring to an organization.

Qualifications:

- College, university, or equivalent degree in Engineering, or related field is highly preferred or relevant experience equivalent required.
- This position may require licensing for compliance with export controls or sanctions regulations.

Skills and Experience:

- Basic to intermediate level of relevant work experience in technical roles is required.
- Prior experience in service delivery, technical support, or field engineering is preferred.
- Demonstrated ability to analyze, troubleshoot, and resolve technical problems efficiently.
- Strong communication, customer relationship, and project management skills