Power Generation Field Service Technician

About the Role

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

Key Responsibilities

• Establish and continually develop productive customer relations and ensure prompt and efficient attention to customer needs.
• Apply the use of specialized tools and follow documented procedures and policies to diagnose and complete complex repairs at customer site.
• Perform preventative maintenance activities as per documented schedules and standards on power generation products in the field.
• Escalate unresolved issues to product specialists / Supervisor.
• Coach and develop technicians and/or apprentices, and transfer knowledge and experience to others; may provide work direction; may review repair plans, parts lists, etc.
• Complete required documentation, such as service worksheets, timesheets, warranty claims, quality documents via handwritten forms or business system input screens.
• Complete training in line with skill and business requirements.
• Maintain service vehicle and tools for cleanliness and proper operation.
• Ensure adherence to all relevant Health Safety & Environmental policies, procedures, and legislation, and report any issues/incidents to site management and supervisor.

Key Skills & 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.

Technical Expertise

• Diagnostics Application: Translate customer complaints to develop troubleshooting plans; troubleshoot issues following guided workflows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnose computer software to isolate failed components for successful repair; validate repair by duplicating the complaint to ensure resolution; document troubleshooting results in business systems for payment and historical tracking.
• Electronic Service Tool Application: Identify the suite of available hardware and software tools required for a service event; utilize appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interpret electronic tool results or recommendations to determine next steps for service resolution.
• Engine Systems Interactions: Interpret and analyze 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.
• Power Generation Systems Knowledge: Demonstrate knowledge of Cummins and industry standards by complying with all safe work procedures including Personal Protective Equipment to create a safe work environment; interpret and analyze Power Generation system operation and integration (switch gear, power system controls, uninterruptable power supply, etc.) by applying tools, service publications (Cummins, Original Equipment Manufacturer), and taking measurements to efficiently and correctly diagnose and repair.
• Product Repair and Maintenance: Repair and maintain mechanical/electrical products following guidelines, using required tools within standard repair time to ensure quality repair; disassemble and assemble engines or power generators following guidelines, using required tools to ensure a clean and organized environment; inspect and replace parts and components following re-use guidelines to minimize customer cost of ownership; perform progressive damage checks following guidelines to restore to pre-failure condition.
• Service Documentation: Create and verify customer, equipment, and technical information; capture specific data using required service tools; follow procedures and document required information in the service management system for an accurate record of work done.
• Technical Escalation: Obtain product technical issue information and utilize available resources including data management tools; elevate issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; capture all troubleshooting steps in the appropriate database to ensure seamless transitions and accurate response to ticket resolution in a timely manner.