**DESCRIPTION** **Job Summary:** Serve as a technical specialist and the primary customer support contact, providing diagnostic services and executing complex repairs to engine products directly at customer locations. Act as a key contact to ensure customer needs are met through efficient, high-quality service **Key Responsibilities:** + **Customer Relations:** Build and sustain productive customer relationships, ensuring prompt and efficient service that meets customer needs. + **Diagnostics & Repairs:** Utilize specialized tools and follow established procedures and policies to diagnose and complete complex engine repairs at the customer's site. + **Preventative Maintenance:** Perform scheduled preventative maintenance on engines and related components, adhering to documented standards. + **Issue Escalation:** Identify and escalate unresolved issues to product specialists or supervisors for further assistance. + **Technical Coaching:** Mentor technicians and apprentices, sharing knowledge and expertise; may review repair plans and provide work direction. + **Documentation:** Complete service-related documentation, including service worksheets, timesheets, warranty claims, and quality forms, using either handwritten forms or business system inputs. + **Sales & Service Opportunities:** Identify potential sales and service opportunities with customers. + **Training:** Participate in ongoing training to meet skill development and business requirements. + **Vehicle & Tool Maintenance:** Ensure the cleanliness and proper functioning of the service vehicle and tools. + **Health, Safety & Environmental Compliance:** Adhere to relevant HSE policies, procedures, and legislation, and report any issues or incidents. **RESPONSIBILITIES** **Competencies:** + **Communicates Effectively:** Able to convey technical information clearly, adapting to various audiences. + **Customer Focus:** Build strong relationships with customers, delivering customer-centric solutions. + **Develops Talent:** Support the growth of others through mentorship, aligning individual career goals with company objectives. + **Manages Complexity:** Effectively solve complex, multi-layered issues in a structured and logical manner. + **Manages Conflict:** Address and resolve conflicts with minimal disruption. + **Self-Development:** Proactively seek new opportunities for growth and skills enhancement. + **Health and Safety Fundamentals:** Demonstrate proactive health and safety behavior, contributing to a culture of safety. + **Diagnostics Application:** Translate customer issues into effective troubleshooting steps; utilize tools and software to isolate failed components, validate repairs, and document results. + **Electronic Service Tool Application:** Identify and use the appropriate hardware/software tools to diagnose and resolve service issues. + **Engine Systems Interactions:** Analyze interactions within engine systems and subsystems (e.g., exhaust, cooling, fuel systems) to diagnose and repair issues effectively. + **Product Repair & Maintenance:** Perform repairs and maintenance per Cummins guidelines, using required tools to achieve quality and cost-efficiency. + **Service Documentation:** Accurately capture customer and equipment data in service systems for thorough record-keeping. + **Technical Escalation:** Use available resources for technical issue resolution, capturing troubleshooting steps for efficient problem-solving. + **Values Differences:** Embrace diverse perspectives and backgrounds, fostering an inclusive team environment. **Education, Licenses, Certifications:** + **Preferred:** Apprentice-trained Engine Technician + **Required:** Vocational diploma from a relevant technical institution + **Required:** Valid local driving permit + **Licensing:** May require compliance with export controls or sanctions regulations. **QUALIFICATIONS** **Experience:** + Significant experience in field service work. + Advanced knowledge of engine products. + Proven customer service experience. + Experience in providing technical guidance to junior technicians (preferred). **Skills/Knowledge:** 1. **Rail Application Exposure:** Understanding of rail-specific engine applications. 2. **Electrical Background:** Technical foundation in electrical systems. 3. **Rail Contracts:** Competency in managing and executing tasks under rail contracts. **Job** Service **Organization** Cummins Inc. **Role Category** Hybrid **Job Type** Technician **ReqID** 2405974 **Relocation Package** Yes