Engine Field Service Technician - Level II

Job Summary:

Diagnoses and completes engine repairs, ranging from less complex to advanced, at the customers site, ensuring high-quality service delivery and excellent customer satisfaction.

Key Responsibilities:

• Engage with customers courteously and professionally, building strong relationships and delivering customer-centric solutions.
• Anticipate and address customer needs promptly and efficiently.
• Use specialized tools and documented procedures to diagnose and complete repairs, from simple to complex, including identifying and preparing required parts and tools.
• Perform preventative maintenance on engines and related components per documented schedules and standards.
• Escalate unresolved issues to more experienced technicians, supervisors, or product specialists as necessary.
• Maintain accurate documentation, including service worksheets, timesheets, warranty claims, and quality reports.
• Identify additional sales and service opportunities and communicate them to customers.
• Coach and develop junior technicians and apprentices by sharing knowledge and providing work direction.
• Maintain service vehicle and tools for cleanliness, functionality, and compliance with operational standards.
• Adhere to all Health, Safety, and Environmental (HSE) policies, procedures, and legislation, reporting any issues or incidents to site management and supervisors.
• Participate in training programs aligned with skill and business requirements.

Competencies:

• Technical Skills:

  • Proficient in diagnostics applications, translating customer complaints into actionable troubleshooting plans.
  • Skilled in using electronic service tools and software for diagnosing, troubleshooting, and maintaining engine systems.
  • Understanding of engine systems interactions (electrical and mechanical), including exhaust, cooling, fuel, driveline, and after-treatment components.
  • Competent in product repair and maintenance, ensuring adherence to guidelines and quality standards.
  • Proficient in-service documentation and technical escalation processes.

• Soft Skills:

  • Communication:

    Ability to convey clear, audience-specific information effectively.

  • Customer Focus:

    Dedicated to building relationships and providing customer-centric solutions.

  • Problem Solving:

    Adept at managing complexity, making sense of contradictory information, and resolving issues effectively.

  • Conflict Management:

    Skilled at handling conflicts professionally and efficiently.

  • Team Development:

    Experience in mentoring and helping others achieve professional goals.

  • Self-Development:

    Actively seeks opportunities for growth through formal and informal channels.

• Education:

  • Vocational diploma in a relevant technical field (preferred).
  • Apprentice-trained engine technician (preferred).

• Licenses/Certifications:

  • Locally valid driving permit.
  • May require licensing for compliance with export controls or sanctions regulations.

• Experience:

  • Basic to expert-level field service experience with engine products.
  • Proven customer service experience.
  • Experience coaching and mentoring junior technicians is preferred.

• Other Competencies:
  • Champions proactive health and safety behaviors to foster an injury-free workplace.
  • Recognizes and values diverse perspectives and cultures within the organization.

Additional Qualifications:

• Specialized Role:
  • Diploma/equivalent in electrical engineering for data center support or suitable experience preferred.
  • Extensive hands-on experience with engine products and related field service work is highly desirable.