**DESCRIPTION** **Key Responsibilities:** + **Customer Relations:** Establish and develop productive customer relations, ensuring prompt and efficient attention to customer needs. + **Diagnostics and Repairs:** Use specialized tools and follow documented procedures to diagnose and complete complex repairs at customer sites. + **Preventative Maintenance:** Perform preventative maintenance activities as per documented schedules and standards on engines and related components in the field. + **Issue Escalation:** Escalate unresolved issues to product specialists or supervisors. + **Coaching and Development:** Coach and develop technicians and/or apprentices, transferring knowledge and experience to others; may provide work direction and review repair plans, parts lists, etc. + **Documentation:** Complete required documentation, such as service worksheets, timesheets, warranty claims, and quality documents via handwritten forms or business system input screens. + **Sales and Service Opportunities:** Identify additional sales and service opportunities with customers. + **Training:** Complete training in line with skill and business requirements. + **Maintenance:** Maintain service vehicle and tools for cleanliness and proper operation. + **Health and Safety:** Ensure adherence to all relevant Health, Safety & Environmental policies, procedures, and legislation, reporting any issues/incidents to site management and supervisors. **RESPONSIBILITIES** **Qualifications:** + Apprentice Trained Engine Technician (Preferred) + Vocational diploma from a relevant technical institution + Locally valid driving permit + Licensing for compliance with export controls or sanctions regulations may be required. **Competencies:** + **Communicates Effectively:** Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences. + **Customer Focus:** Build strong customer relationships and deliver customer-centric solutions. + **Develops Talent:** Develop people to meet both their career goals and the organization’s goals. + **Manages Complexity:** Make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. + **Manages Conflict:** Handle conflict situations effectively, with minimal noise. + **Self-Development:** Actively seek new ways to grow and be challenged using both formal and informal development channels. + **Health and Safety Fundamentals:** Champion and model proactive health and safety behaviors. + **Diagnostics Application:** Translate customer complaints to develop troubleshooting plans; use specialized equipment and software to isolate failed components and validate repairs. + **Electronic Service Tool Application:** Identify and utilize the appropriate electronic tool set for service events; interpret results to determine next steps. + **Engine Systems Interactions:** Analyze interactions of internal and external electrical and mechanical systems to diagnose and repair efficiently. + **Product Repair and Maintenance:** Repair and maintain mechanical/electrical products following guidelines, using required tools within standard repair time. + **Service Documentation:** Create and verify customer, equipment, and technical information; document required information in the service management system. + **Technical Escalation:** Obtain product technical issue information and utilize available resources; elevate issues to higher expertise levels as needed. + **Values Differences:** Recognize the value that different perspectives and cultures bring to an organization. **QUALIFICATIONS** **Experience:** + Significant 5+ years field service work experience required. + Expert-level knowledge of and/or experience with Railway Engine/Equipements. + Customer service experience + Experience providing technical advice and coaching to more junior technicians (preferred) **Job** Service **Organization** Cummins Inc. **Role Category** Hybrid **Job Type** Technician **ReqID** 2402619 **Relocation Package** Yes