7 Technical Escalation Jobs

The On-Site Service Technician Level III at Cummins Inc. acts as a technical specialist and primary customer support contact, responsible for diagnosing and completing repairs on Cummins products at designated customer sites. In this role, you will ensure equipment reliability and customer satisfaction while adhering to safety and quality standards. Key Responsibilities - Independently perform diagnostics, troubleshooting, and repairs on power generation and/or engine products at customer sites. - Maintain strong customer relationships by providing prompt and efficient service to minimize equipment downtime. - Provide guidance on preventive maintenance and repairs to less experienced technicians and customer personnel. - Manage parts and spares inventory at the work site to ensure operational efficiency. - Escalate unresolved issues to product specialists or supervisors when necessary. - Accurately complete service worksheets, timesheets, warranty claims, and other required documentation. - Identify additional service and sales opportunities with customers. - Continuously engage in training to enhance skills and meet business requirements. - Ensure adherence to all relevant safety policies and legislation, reporting any issues or incidents. - Maintain tools and workspace cleanliness for optimal efficiency. Competencies - Strong knowledge of power generation and engine systems, including electrical and mechanical interactions. - Ability to translate customer complaints into troubleshooting plans and diagnose issues using electronic and mechanical service tools. - Proficient in using service tools for diagnostics, repair validation, and technical documentation. - Skilled in repairing and maintaining mechanical and electrical components within standard repair times. - Capability to obtain, document, and escalate complex technical issues efficiently. - Commitment to proactive safety practices and regulatory compliance. - Strong verbal and written communication abilities to interact effectively with customers and team members. - Ability to analyze information and resolve issues in a high-pressure environment. - Willingness to mentor and develop technical staff. Qualifications Education: - Apprentice Certified Power Generation and/or Engine Technician - Vocational diploma from a relevant technical institution (Preferred) - Current relevant electrical certification (Optional) Licenses & Certifications: - Valid local driving permit - Licensing compliance for export controls or sanctions regulations (if required) Experience - Significant field service work experience (5-6 years). - Expertise in electrical and electronics troubleshooting. - Extensive knowledge of power generation and/or engine products. - Basic understanding of competitor products and industry practices. - High Voltage/Low Voltage practical experience (Preferred). - Proficiency in MS Excel and PowerPoint. - Strong communication skills. - Willingness to relocate anywhere in Karnataka. Skills: - Support dealership technically and commercially to address end customer complaints related to Cummins products. - Experience in aftermarket service support function, hands-on experience on diesel engines, proficient in Electrical and Electronic. - Willingness to relocate anywhere in India, Nepal, and Bhutan. - Look for similar industry like KOEL, Caterpillar, ABB, Crompton Greaves, etc. - Proficiency in English is mandatory.,

Diagnoses and completes less complex repairs to engines at the customers site. Engages customers in a courteous and professional manner. Anticipates and ensures prompt and efficient attention to customer needs. Applies the use of specialized tools and follows documented procedures and policies to diagnose and complete less complex repairs, including identifying and preparing required parts and tools. Performs preventative maintenance activities as per documented schedules and standards on engine and related components in the field. Escalates unresolved issues to more experienced Field Service Technicians and/or Supervisor. Completes required documentation, such as service worksheets, timesheets, warranty claims, quality documents via handwritten forms or business system input screens. Identifies additional service opportunities with customer. Completes training in line with skill and business requirements. Maintains service vehicle and tools for cleanliness and proper operation. Ensure adherence to all relevant Health Safety & Environmental policies, procedures and legislation and reports any issues incidents to site management and to their supervisor. Skills Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Customer focus - Building strong customer relationships and delivering customer-centric solutions. Develops talent - Developing people to meet both their career goals and the organizations goals. Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels. 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 quality repair; disassembles and assembles engines or power generators following guidelines, using required tools to ensure a clean and organized environment; inspects and replaces parts and components following re-use guidelines to minimize customers cost of ownership; performs progressive damage check following guidelines to restore to pre-failure condition. Engine Systems Interactions - Interprets and analyzes the interactions of internal and external electrical and mechanical systems (exhaust, heating, cooling, fuel systems, driveline, aftertreatment, controls, sensors, etc.) by applying tools, service publications (Cummins, Original Equipment Manufacturer) and taking measurements to efficiently and correctly diagnose and repair. Health and Safety Fundamentals - Champions and models proactive health and safety behaviors by identifying, reporting and participating in actions to improve health and safety in order to build an interdependent culture and contribute to an injury-free workplace. Education, Licenses, Certifications Apprentice Trained Engine Technician (Preferred) Vocational diploma from relevant technical institution Locally valid driving permit This position may require licensing for compliance with export controls or sanctions regulations. Experience Basic level field service work experience Intermediate level knowledge of and/or experience with engine products Customer service experience Previous experience on construction or Mining segment are preferred.

Job Description Technical specialist and regular customer support contact to diagnose and complete less complex repairs to Cummins products at a single customers site. Engages customers in a courteous and professional manner. Anticipates and ensures prompt and efficient attention to customer needs Applies the use of specialized tools and follows documented procedures and policies to diagnose and complete less complex repairs, including identifying and preparing required parts and tools Coaches on preventative maintenance activities and basic repairs completed by customer employees Escalates unresolved issues to more experienced On Site Technicians and/or Supervisor Completes required documentation, such as service worksheets, timesheets, warranty claims, quality documents via handwritten forms or business system input screens. Completes training in line with skill and business requirements Maintains work area and tools for cleanliness and proper operation Ensure adherence to all relevant Health Safety & Environmental policies, procedures and legislation and reports any issues / incidents to site management and to their supervisor External Qualifications and Competencies Skills Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Customer focus - Building strong customer relationships and delivering customer-centric solutions. Develops talent - Developing people to meet both their career goals and the organizations goals. Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels. 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 quality repair; disassembles and assembles engines or power generators following guidelines, using required tools to ensure a clean and organized environment; inspects and replaces parts and components following re-use guidelines to minimize customers cost of ownership; performs progressive damage check following guidelines to restore to pre-failure condition. Engine Systems Interactions - Interprets and analyzes the interactions of internal and external electrical and mechanical systems (exhaust, heating, cooling, fuel systems, driveline, aftertreatment, controls, sensors, etc.) by applying tools, service publications (Cummins, Original Equipment Manufacturer) and taking measurements to efficiently and correctly diagnose and repair. Health and Safety Fundamentals - Champions and models proactive health and safety behaviors by identifying, reporting and participating in actions to improve health and safety in order to build an interdependent culture and contribute to an injury-free workplace. Additional Responsibilities Unique to this Position Education, Licenses, Certifications Apprentice Certified Power Generation or Engine Technician (Preferred) Vocational diploma from relevant technical institution Current relevant electrical certification (optional) Locally valid driving permit This position may require licensing for compliance with export controls or sanctions regulations. Experience Basic level field service work experience Intermediate level knowledge of and/or experience with power generation or engine products High Voltage/ Low Voltage experience (optional) Customer service experience Should have Engine & Alternator knowledge.Posting at dealership for day to day service activity & resolving customer issues

Job Summary: Acts as the technical specialist and primary customer support contact to independently diagnose and complete repairs to products at a single customer site Key Responsibilities: Independently performs diagnostics and completes repairs on equipment at customer site Maintains productive customer relations and ensures prompt and efficient attention to customer needs to minimize customer product downtime Coaches on preventative maintenance and/or repairs completed by more experienced technicians and/or customer technicians; may provide work direction to others; may review repair plans, parts and tool lists, etc Manages parts and spares inventory at the work site Escalates unresolved issues to product specialists / Supervisor Completes required documentation, such as service worksheets, timesheets, warranty claims, quality documents via handwritten forms or business system input screens. Identifies additional sales and service opportunities with customer Completes training in line with skill and business requirements Maintains work area and tools for cleanliness and proper operation Ensure adherence to all relevant Health Safety &Environmental policies, procedures and legislation and reports any issues / incidents to site management and to their supervisor. External Qualifications and Competencies Competencies: Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. Customer focus - Building strong customer relationships and delivering customer-centric solutions. Develops talent - Developing people to meet both their career goals and the organizations goals. Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Manages conflict - Handling conflict situations effectively, with a minimum of noise. Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels. Health and Safety Fundamentals - Champions and models proactive health and safety behaviors by identifying, reporting and participating in actions to improve health and safety in order to build an interdependent culture and contribute to an injury-free workplace. 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. Engine Systems Interactions - Interprets and analyzes the interactions of internal and external electrical and mechanical systems (exhaust, heating, cooling, fuel systems, driveline, aftertreatment, controls, sensors, etc.) by applying tools, service publications (Cummins, Original Equipment Manufacturer) and taking measurements to efficiently and correctly diagnose and repair. Product Repair and Maintenance - Repairs and maintains mechanical/electrical products following guidelines, using required tools within standard repair time to ensure a quality repair; disassembles and assembles engines or power generators following guidelines, using required tools to ensure a clean and organized environment; inspects and replaces parts and components following re-use guidelines to minimize customers cost of ownership; performs progressive damage check following guidelines to restore to pre-failure condition. 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. Values differences - Recognizing the value that different perspectives and cultures bring to an organization. Education, Licenses, Certifications: Apprentice Certified Power Generation and/or Engine Technician Vocational diploma from relevant technical institution (Preferred) Current relevant electrical certification (optional) Locally valid driving permit This position may require licensing for compliance with export controls or sanctions regulations. Experience: Significant field service work experience Extensive knowledge of power generation and/or engine products Basic understanding of competitors and typical industry practices High Voltage/ Low Voltage practical experience (optional) Additional Responsibilities Unique to this Position Engine & ATS Basic Knowledge

Job Summary: The Engine Field Service Technician Level III serves as the primary technical expert and customer contact in the field, responsible for diagnosing and resolving complex engine-related issues. Operating independently at customer sites, this technician provides advanced repair, maintenance, and support services for Cummins engines and systems. The role also includes coaching junior technicians, ensuring documentation accuracy, and promoting a safety-first culture. Key Responsibilities: Serve as the lead technical specialist for diagnosing and executing complex engine repairs at customer locations. Perform routine and complex preventative maintenance tasks on Cummins engines and related systems in the field. Build and maintain strong customer relationships through prompt, efficient, and professional service. Utilize diagnostic software and specialized tools to troubleshoot and resolve faults in mechanical and electronic engine components. Interpret service documentation, wiring diagrams, and system schematics to guide repair decisions. Escalate unresolved technical issues to product specialists or supervisors and document all troubleshooting steps. Mentor and provide directions to junior technicians and apprentices; assist in planning repairs and parts ordering. Identify potential additional service opportunities while interacting with customers. Maintain cleanliness and readiness of service vehicle, tools, and equipment. Complete accurate service documentation, including worksheets, time logs, warranty claims, and business system updates. Adhere strictly to all Cummins Health, Safety & Environmental (HSE) standards and procedures, report hazards or incidents promptly. External Qualifications and Competencies Competencies: Diagnostics Application: Expert in translating customer complaints into actionable troubleshooting and repair plans. Engine Systems Interaction: Skilled in analyzing cross-system interactions (e.g., fuel, exhaust, cooling, aftertreatment). Product Repair & Maintenance: Executes efficient, high-quality repairs and preventive maintenance. Service Documentation: Maintains complete and accurate technical records. Technical Escalation: Uses data and service tools to escalate and resolve complex issues efficiently. Develops Talent: Coaches team members and shares technical expertise. Health & Safety Fundamentals: Models safety leadership in all work environments. Customer Focus & Communication: Builds customer trust through clear, solution-oriented interactions. Qualifications: Education: Vocational diploma or associate degree in a relevant technical field. Apprentice Trained Engine Technician certification (preferred). Licenses/Certifications: Valid local driving permit. Compliance with any required export control or local regulations. Experience : Significant hands-on field service experience, preferably in diesel engine systems. Advanced-level knowledge and experience with Cummins engine products. Proven customer service capabilities in technical support or service delivery roles. Experience coaching and mentoring junior technicians or apprentices (preferred). Additional Responsibilities Unique to this Position Core Skills & Knowledge: Deep understanding of mechanical, electrical, and electronic engine systems. Proficiency in using Cummins diagnostic tools and software. Ability to read and interpret service manuals, logic circuits, and wiring schematics. Competence in documenting service activities using business systems. Familiarity with service management tools and Microsoft Office Suite. Strong problem-solving, organizational, and time management skills. High level of self-motivation and ability to work independently in field conditions. Additional Requirements: Based in Guwahati, travel across all Northeast States is required. Flexibility for irregular hours, remote work environments, and field-based service needs. Adherence to Cummins safety, compliance, and ethical standards is mandatory.

Experience Required: 10+ Years Job Summary: We are seeking a highly experienced and proactive Level 3 Network Engineer to join our IT Infrastructure team. The ideal candidate will have deep expertise in Cisco switching technologies and Palo Alto firewalls, with a strong background in designing, implementing, troubleshooting, and optimizing enterprise network environments. This role will act as a technical escalation point and will be responsible for maintaining network performance and security at the highest level. Key Responsibilities: Act as the highest level of technical escalation for complex network issues. Manage, configure, and troubleshoot Cisco switches (Catalyst, Nexus, etc.). Administer, configure, and secure Palo Alto firewall appliances (including Panorama). Design and implement enterprise-level LAN/WAN solutions and network security policies. Monitor network performance and ensure system availability and reliability. Handle network changes through established change management protocols. Perform regular security audits, vulnerability assessments, and compliance checks. Assist with network infrastructure upgrades, patch management, and documentation. Provide L3 support and guidance to junior engineers and operations teams. Participate in root cause analysis (RCA) and create post-incident reports. Collaborate with cross-functional teams including server, cloud, and security operations. Required Skills & Qualifications: Education: Bachelors degree in Computer Science, Engineering, or related field. Certifications: CCNP/CCIE (Routing & Switching). PCNSE (Palo Alto Networks Certified Network Security Engineer) preferred. Technical Skills: Strong hands-on experience with Cisco Catalyst and Nexus switches. Deep understanding of Layer 2 and Layer 3 technologies (VLAN, STP, OSPF, BGP, EIGRP, etc.). Expert-level knowledge of Palo Alto Firewalls (NGFW policies, NAT, VPNs, SSL decryption, Threat Prevention). Experience with HA (High Availability) configurations, VRRP/HSRP. Familiarity with tools like SolarWinds, Wireshark, or similar for monitoring and diagnostics. Soft Skills: Strong analytical and troubleshooting skills. Excellent written and verbal communication skills. Ability to lead technical discussions and mentor junior team members. Preferred Skills: Experience with SD-WAN, NAC (ISE or ClearPass), and Zero Trust implementations. Working knowledge of cloud networking (AWS/Azure/GCP). Experience with network automation . Work Environment: On-call rotation for critical incidents. Fast-paced and highly collaborative IT infrastructure environment. Interested candidates are requested to send their CV to career@bennett.edu.in with the Job Title mentioned in the subject line. Also, provide the following details in the email body: Current Organization: Current Designation: Current Salary: Expected Salary: Notice Period: Willingness to work from our Greater Noida campus (Work from Office only): Yes/No

Technical specialist and primary customer support contact to diagnose and execute complex repairs to generators and components at the customer s site. Technical Skills: Diagnostics Application: Ability to translate customer complaints into a troubleshooting plan, use specialized tools, and validate repairs. Electronic Service Tool Application: Proficient in using electronic diagnostic tools and interpreting results to guide repairs. Engine Systems Interactions: Ability to analyze internal and external electrical and mechanical system interactions for diagnosis and repair. Power Generation Systems Knowledge: Strong understanding of power generation system operations, including switchgear, controls, and uninterruptible power supply (UPS) integration. Product Repair and Maintenance: Expertise in repairing and maintaining mechanical/electrical products following established guidelines and standards. Service Documentation: Ability to create and verify customer, equipment, and technical records for accuracy in service management systems. Technical Escalation: Capability to identify and escalate technical issues while maintaining efficiency in response and resolution. Value Diversity: Recognizing and appreciating diverse perspectives to foster a collaborative work environment. Competencies: Communication: Ability to develop and deliver clear, effective communication tailored to various audiences. Customer Focus: Strong customer relationship management skills, ensuring solutions meet client needs. Developing Talent: Ability to mentor and train technicians and apprentices to enhance their skills and competencies. Complex Problem-Solving: Capacity to analyze large amounts of information and make sound decisions in troubleshooting and repairs. Conflict Management: Skilled in resolving conflicts effectively while maintaining professional relationships. Self-Development: A proactive approach to learning and career growth. Health and Safety: A strong commitment to safety standards, risk mitigation, and compliance with all policies and procedures. Essential Qualifications & Experience: Strong knowledge of Diesel Generator (DG) sets and controllers. Expertise in CPCB4+ DG set architecture. Experience with High Horsepower (HHP) DG set operation and maintenance. Experience in dealership handling. Proven ability to manage major key customers and corporate clients.