Engine Field Service Technician

**Career Path**: Service

**Organization**: Cummins Inc.

**Role Category**: Hybrid

**Job Type**: Technician

**ReqID**: 2416144

**DESCRIPTION**

A customer-oriented individual contributor with advanced proficiency in various engine products, excelling in highly complex problem-solving, troubleshooting, diagnostics, repairs, and rebuilds. They may specialize in one or multiple engine products and/or market segments at the customer's site.

While adept at independent work, they also lead by example, maintaining productivity and safety standards. Moreover, they invest a considerable amount of time in coaching and offering technical guidance to less experienced technicians, fostering the development and continual talent pipeline within the function.

**KEY RESPONSIBILITIES**:
Projects a positive company image by interacting with fellow employees, customers, and management in a cooperative, supportive, and courteous manner; displays an attitude of professionalism.

Anticipates and ensures prompt and efficient attention to customer needs; escalates key customer or market information to supervisor.

Applies documented Standard Repair Times (SRTs) and follows applicable processes, procedures, and policies to diagnose and complete complex repairs, including identifying and preparing required parts and tools, and supporting equipment uptime and diagnosing downtime failure across multiple products and/or market segments at the customer site with no supervision.

Completes required documentation, such as service worksheets, timesheets, warranty claims, and quality documents, via handwritten forms or business system input screens.

Identifies additional sales and service opportunities with customers.

Maintains service vehicle and tools for cleanliness and proper operation.

Partners with supervisor and applicable stakeholders to review repair plans, parts lists, etc., required for major repair jobs.

Engages with relevant stakeholders to communicate additional parts originally not included in the estimated job plan required to continue the troubleshooting process.

Makes informed decisions beyond standard published processes when applicable to solve problems in one or multiple market segments.

Performs final engine/component inspection or run test.

Identifies technical upgrade or component update reports and ensures the key information delivery to the customers.

Independently provides training or introduction on product promotion to meet the field customer's needs.

Ensures adherence to adjustments on work location, job responsibilities, etc., according to the requirements of business development and industry regulatory requirements.

Adheres to all relevant Health, Safety & Environmental and Quality training, policies, procedures, and legislation and reports any issues/incidents to their manager.

Coaches less experienced technicians, transferring knowledge and experience.

Provides work direction.

Assists management in organizing and coordinating headcount and overtime needs to meet production and delivery schedules.

Assists management in creating and maintaining a team focused on continuous improvement.

Leads, delivers, and where applicable contributes to Toolbox Talks.

**RESPONSIBILITIES**

Competencies: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.

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.

Product Repair and Maintenance - Repairs and maintains mechanical/electrical products following guidelines, using required tools within standard repair time to ensure a qua