Engine Field Service Technician, Level II

About the Role

Field Service Engineer

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.
• Identifies and prepares 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, and quality documents via handwritten forms or business system input screens.
• Identifies additional service opportunities with customers.
• Completes training in line with skill and business requirements.
• Maintains service vehicle and tools for cleanliness and proper operation.
• Ensures adherence to all relevant Health Safety & Environmental policies, procedures, and legislation and reports any issues / incidents to site management and to their supervisor.
• Acts as the technical specialist and primary customer support contact to independently diagnose and complete repairs to products at customer site.
• Hands-on experience on Engine & Aftertreatment systems on vehicle-level analysis.
• Troubleshooting on vehicle & Engine.
• Ability to strip down & rebuild turbocharger, Dosing Systems/Fuel System and analyze the failure.
• Ability to troubleshoot on vehicle/Engine/Genset/Construction Equipment for Engine-related issues.
• Handles warranty cases and concludes warranty disposition.
• Enhances capability of CTT ASC on customer support by Technical/Service support/parts availability.
• Conducts Service center audits and implements corrective actions required.
• Supports Infant care.
• Ensures field failure parts are dispatched to the plant for analysis.
• Maintains service database for complete key activities of service and supports data for release of monthly reports.
• Customer service support for CMI and Non-CMI in aftermarket.
• Attends Field Failures (AIS) for BSVI and BSIV reported in the region and resolves complaints reported within minimum time.
• Troubleshooting of complaints reported on Vehicle / Engine.
• Supports Infant care and emerging issues reported in the field for CMI & Non-CMI customers.
• Provides complete details of failures for plant teams on corrective action drive.
• Updates incidents reported in ePIR database.

Requirements & Tech Stack

• Basic level field service work experience.
• Intermediate level knowledge of and/or experience with engine products.
• Customer service experience.
• Basic knowledge of electronic service tools like Insite on Engine & ATS.
• 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 customer 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 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.
• Diagnostics Application: Translates customer complaints to develop a troubleshooting plan; troubleshoots issues 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 the 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.
• Organize & Impart Trainings to OEMs and CCC Service Centers for ensuring trouble-free operation of products.
• Supports CCCs for aftermarket service support.
• Impart Training to OEM/OEM dealers in the region.

Qualifications

• 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.

Competencies

• Communicates effectively
• Customer focus
• Develops talent
• Manages complexity
• Self-development
• Health and Safety Fundamentals
• Values differences