Engine Field Service Technician - Level III

DESCRIPTION

Job Summary:

Technical specialist and primary customer support contact responsible for diagnosing and executing complex repairs on engine products at customer sites.

Key Responsibilities:

• Establish and maintain productive customer relations, ensuring prompt and efficient attention to customer needs.
• Utilize specialized tools and documented procedures to diagnose and perform complex engine repairs at customer sites.
• Conduct preventative maintenance activities per documented schedules and standards.
• Escalate unresolved technical issues to product specialists or supervisors.
• Coach and mentor technicians and apprentices by transferring knowledge and providing work direction.
• Review repair plans, parts lists, and necessary documentation to ensure efficient service execution.
• Complete all required service documentation, including service worksheets, timesheets, warranty claims, and quality documents.
• Identify additional sales and service opportunities through customer interactions.
• Maintain and clean service vehicles and tools to ensure proper operation.
• Ensure adherence to all

  Health, Safety, and Environmental (HSE) policies

  , and report any issues or incidents to site management and supervisors.

RESPONSIBILITIES

Core Competencies:

• Communicates Effectively

  Develops and delivers multi-mode communications that cater to different audiences.

• Customer Focus

  Builds strong customer relationships and delivers customer-centric solutions.

• Develops Talent

  Supports and mentors others in their career and skill development.

• Manages Complexity

  Analyzes high-volume, sometimes contradictory, information to resolve issues efficiently.

• Manages Conflict

  Effectively handles difficult situations with minimal disruption.

• Self-Development

  Continuously seeks opportunities to enhance knowledge and skills.

• Health and Safety Fundamentals

  Champions and enforces proactive safety behaviors to foster a culture of injury-free operations.

• Diagnostics Application

  Translates customer complaints into troubleshooting plans and executes repair strategies using electronic and mechanical service tools.

• Electronic Service Tool Application

  Utilizes a suite of hardware and software tools to diagnose and repair engine products efficiently.

• Engine Systems Interactions

  Analyzes interactions between internal and external engine systems (exhaust, cooling, fuel systems, aftertreatment, sensors, etc.) to diagnose and resolve issues.

• Product Repair and Maintenance

  Follows guidelines for mechanical/electrical product repair, ensuring a quality outcome within standard repair times.

• Service Documentation

  Accurately records service work performed, ensuring historical tracking and payment validation.

• Technical Escalation

  Gathers and escalates unresolved technical issues while maintaining detailed documentation of troubleshooting steps.

• Values Differences

  Recognizes and appreciates diverse perspectives in a collaborative work environment.

Education, Licenses, and Certifications:

• Preferred:

  Apprentice-Trained Engine Technician.
• Vocational diploma from a

  relevant technical institution

  .

• Mandatory:

  Locally valid driving permit.
• May require licensing for

  compliance with export controls or sanctions regulations

  .

Experience:

• Extensive field service experience working with

  engine products

  .

• Expert-level

  knowledge of

  engine systems, diagnostics, and repairs

  .
• Prior experience in

  customer service

  and

  technical problem resolution

  .
• Experience in

  mentoring and training junior technicians

  (preferred).

QUALIFICATIONS

Additional Skills:

• Establish and maintain productive customer relations, ensuring prompt attention to their needs.
• Use specialized tools and follow documented procedures to diagnose and perform complex repairs on engines and related components at customer sites.
• Conduct preventative maintenance activities as per documented schedules and standards.
• Escalate unresolved issues to product specialists or supervisors.
• Coach and mentor technicians or apprentices by transferring knowledge and providing work direction.
• Review repair plans, parts lists, and other necessary documentation.
• Complete all required service documentation, including service worksheets, timesheets, warranty claims, and quality documents.
• Identify additional sales and service opportunities during customer interactions.
• Maintain and clean service vehicle and tools to ensure proper operation.
• Adhere to all Health, Safety, and Environmental policies and report any incidents to management and supervisors.