On Site Service Technician - Level III

Key Responsibilities:

• Independently diagnose and perform repairs on equipment at the customer site.
• Maintain productive customer relations and ensure prompt attention to customer needs to minimize downtime.
• Provide coaching on preventative maintenance or repairs to less experienced technicians and customer personnel; may provide work direction and review repair plans, parts lists, and tool requirements.
• Manage parts and spares inventory at the worksite to ensure availability for repairs.
• Escalate unresolved technical issues to product specialists or supervisors for further analysis.
• Complete necessary documentation such as service worksheets, timesheets, warranty claims, and quality documents via handwritten or business system input.
• Identify and communicate additional sales and service opportunities to customers.
• Maintain cleanliness and proper operation of the work area and tools.
• Adhere to Health, Safety, and Environmental policies, procedures, and legislation, reporting any issues or incidents to site management and supervisors.
• Complete required training in line with skill and business needs.d to their supervisor.

Competencies:

• Communicates Effectively:

  Tailor communications to different audiences, ensuring clarity and understanding.

• Customer Focus:

  Build and maintain strong customer relationships by delivering customer-centric solutions.

• Develops Talent:

  Mentor and guide others to meet their career goals while achieving organizational objectives.

• Manages Complexity:

  Make sense of complex or contradictory information to solve problems effectively.

• Manages Conflict:

  Handle conflict situations calmly and effectively with minimal disruptions.

• Self-Development:

  Seek continuous improvement opportunities through formal and informal learning channels.

• Health and Safety Fundamentals:

  Champion health and safety behaviors to foster a culture of safety and reduce workplace injuries.

• Diagnostics Application:

  Develop troubleshooting plans based on customer complaints, use specialized service tools and software to diagnose problems, and ensure repairs resolve the issue.

• Electronic Service Tool Application:

  Use the appropriate hardware and software tools for diagnostics and troubleshooting, interpreting results to determine the next steps.

• Engine Systems Interactions:

  Analyze interactions between internal and external systems (e.g., exhaust, fuel, cooling) to diagnose and repair engine issues using tools and service publications.

• Product Repair and Maintenance:

  Perform mechanical and electrical product repairs following guidelines, ensuring quality, timely repairs, and minimizing customer costs.

• Service Documentation:

  Accurately document technical data and customer information in the service management system for future reference.

• Technical Escalation:

  Use data management tools to escalate complex issues while balancing customer response time and investigation efforts, ensuring accurate troubleshooting records.

• Values Differences:

  Recognize the importance of diverse perspectives and cultural differences in problem-solving and collaboration.

Education, Licenses, Certifications:

• Apprentice Certified Power Generation and/or Engine Technician
• Vocational diploma from a relevant technical institution (Preferred)
• Current relevant electrical certification (Optional)
• Locally valid driving permit
• Licensing may be required for compliance with export control or sanctions regulations.

Experience:

• Extensive field service experience, particularly with power generation and/or engine products.
• Basic understanding of competitors and typical industry practices.
• High Voltage/Low Voltage practical experience (Optional).

Skills/Knowledge:

• In-depth knowledge of service and installation for marine engines and gensets, including controls.
• Familiarity with marine certifications and trials (Preferred).
• Experience working with shipyards or refitting yards (Preferred).
• Ability to work independently at customer sites.