Engine Field Service Technician - Level III

Job Description

Description Job Summary: The Engine Field Service Technician Level III acts as a technical specialist and the primary customer contact for diagnosing and executing complex repairs on Cummins engines and related systems at the customer’s site. The role requires expert-level technical knowledge, effective communication, customer handling skills, and the ability to coach and guide less experienced technicians, ensuring a high level of service quality and customer satisfaction. Key Responsibilities Technical Diagnosis and Repair Apply specialized tools and follow documented procedures to diagnose and complete complex repairs at customer sites. Perform preventative maintenance on engines and related components according to service schedules and quality standards. Disassemble and assemble engines/power generators, inspect and replace parts according to re-use guidelines, and perform progressive damage checks. Customer Support and Relationship Management Establish and develop productive relationships with customers, ensuring prompt and efficient attention to customer needs. Identify and recommend additional sales and service opportunities during service events. Documentation and Reporting Complete all required service documentation, including worksheets, warranty claims, timesheets, and quality reports, using business systems or handwritten forms. Document results of troubleshooting for payment processing and historical tracking. Training and Team Development Coach and mentor technicians and apprentices; review repair plans and parts lists. Transfer knowledge and provide on-the-job technical guidance. Technical Escalation and Support Escalate unresolved technical issues to higher-level specialists or supervisors as needed, ensuring accurate and timely issue resolution. Capture and document troubleshooting steps thoroughly in technical databases. Health, Safety, and Environment Compliance Maintain adherence to all Health, Safety & Environmental (HSE) policies and procedures. Proactively report incidents or potential risks to site management and supervisors. Service Vehicle and Tool Management Ensure service vehicle and tools are maintained in a clean, operational condition always. Responsibilities Core Competencies: Communicates Effectively – Tailors communication styles to suit different audiences and ensures clarity in messaging. Customer Focus – Builds strong customer relationships and delivers customer-centric service solutions. Develops Talent – Coaches and mentors team members to meet their career and technical development goals. Manages Complexity – Makes sense of complex information to solve technical problems effectively. Manages Conflict – Handles conflict situations effectively and maintains positive relationships. Self-Development – Actively seeks opportunities for personal and professional growth. Health and Safety Fundamentals – Champions proactive health and safety practices to contribute to an injury-free workplace. Values Differences – Recognizes and values diverse perspectives and experiences within the workplace. Diagnostics Application – Develops troubleshooting plans based on customer complaints; utilizes mechanical, electronic service tools, and software to isolate and repair faults. Electronic Service Tool Application – Identifies and operates electronic tools for maintenance, diagnosis, and repair. Engine Systems Interactions – Analyzes internal and external engine systems interactions (exhaust, cooling, fuel, driveline, aftertreatment, etc.) for accurate diagnosis and repair. Product Repair and Maintenance – Carries out repairs and maintenance tasks efficiently following Cummins standards. Service Documentation – Accurately records technical, customer, and equipment data for service management systems. Technical Escalation – Manages technical escalation paths for unresolved service issues while ensuring seamless communication and documentation. Qualifications Education: Apprentice Trained Engine Technician (Preferred). Vocational diploma from a relevant technical institution. Licenses/Certifications: Locally valid driving permit required. May require licensing for compliance with export control or sanctions regulations. Experience Significant field service work experience, especially with engine products. Expert-level technical knowledge of Cummins engines and associated systems. Direct customer service experience in technical support or service delivery role. Experience mentoring and coaching junior technicians (preferred). Qualifications Skills: Solid knowledge and hands-on experience with: DETC/SPART/SPIC diagnostic and service tools. All Engine Applications across various industries. Railway Equipment servicing and maintenance. Excellent communication skills, both written and verbal. Strong customer handling and relationship management skills. Effective time management and prioritization in high-pressure environments. Job Service Organization Cummins Inc. Role Category Hybrid Job Type Technician ReqID 2414596 Relocation Package No Show more Show less