Engine Field Service Technician - Level III

Job Summary:

Technical specialist and primary customer support contact to diagnose and execute complex repairs to engine products at the customer’s site.

Key Responsibilities:

Establishes and continually develops productive customer relations 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 complex repairs at customer site. Performs preventative maintenance activities as per documented schedules and standards on engines and related components in the field. Escalates unresolved issues to product specialists or supervisor. Coaches and develops technicians and/or apprentices and transfers knowledge and experience to others; may provide work direction; may review repair plans, parts lists, etc. Completes required documentation, such as service worksheets, timesheets, warranty claims, quality documents via handwritten forms or business system input screens. Identifies additional sales and 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.

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 organization’s 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 in order to build an interdependent culture and contribute to an injury-free workplace.

Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done 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 (exhaust, heating, cooling, fuel systems, driveline, aftertreatment, controls, sensors, etc.) by applying tools, service publications (Cummins, Original Equipment Manufacturer) 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 check 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 in order 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 in order 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.

Education, Licenses, Certifications:
Apprentice Trained Engine Technician (Preferred)
Vocational diploma from relevant technical institution
Locally valid driving permit
This position may require licensing for compliance with export controls or sanctions regulations.

Experience:
Significant field service work experience
Expert level knowledge of and/or experience with engine products
Customer service experience
Experience providing technical advice and coaching to more junior technicians (preferred)

CAMC LHP customer handling.

Technically compatible to support dealership on troubleshooting and critical problem resolving.

Willingness to travel on site, conduct site audits with aspect of finding gaps in PM quality and DG operational lapses. Communicate effectively to customer and dealership to bridge the gaps.

Attend customer meetings, QBR, sending monthly MIS with presentation and desired reports.

Conducting need basis training on site and classroom.

Own hand experience on engine maintenance and critical issue resolution.

Monitor and adhere Key Parameters assigned to candidates.

Maintain historical records and support Division as and when required. Prepare PPT, reports to demonstrate performance of own KPI.

Access customer portal for complaint closure and update on emails and available sources.

Monitor and ensure customer complaint closure within TAT.