Engine Field Service Technician - Level III

Job Summary

Serves as the primary technical customer support contact responsible for diagnosing and executing complex repairs on engine and power generation products at customer sites. This role applies advanced diagnostic expertise, ensures high-quality service delivery, supports customer satisfaction, and contributes to knowledge transfer and continuous improvement in field service operations.

Key Responsibilities

• Develop and maintain strong customer relationships, ensuring prompt and effective response to customer needs.
• Diagnose and complete complex repairs at customer sites using specialized tools, diagnostic software, and documented procedures.
• Perform preventive maintenance on engines and related components per established schedules and standards.
• Translate customer complaints into structured troubleshooting plans and validate repair effectiveness.
• Escalate unresolved or complex technical issues to product specialists or supervisors with proper documentation.
• Coach, mentor, and provide technical guidance to junior technicians and apprentices; may review repair plans and parts lists.
• Complete and maintain accurate service documentation including worksheets, timesheets, warranty claims, and quality records.
• Identify additional service and sales opportunities during customer interactions.
• Maintain service vehicle, tools, and work environment in clean and operational condition.
• Ensure full compliance with Health, Safety & Environmental (HSE) policies and promptly report incidents.
• Participate in required technical and safety training aligned with business needs.
• Travel to customer locations and support field service activities as required.

Competencies

• Communicates Effectively
• Customer Focus
• Develops Talent
• Manages Complexity
• Manages Conflict
• Self-Development
• Health and Safety Fundamentals
• Diagnostics Application
• Electronic Service Tool Application
• Engine Systems Interactions
• Product Repair and Maintenance
• Service Documentation
• Technical Escalation
• Values Differences

Qualifications (Education, Licenses, Certifications)

• Vocational diploma from a relevant technical institution (Electrical/Electronics preferred).
• Apprentice-trained Engine Technician (preferred).
• Diploma in Electrical/Electronics Engineering (internal requirement).
• Valid local driving license required.
• Must possess or be eligible to obtain a valid passport.
• May require licensing for export controls or trade compliance regulations.

Skills and Experience

Required Experience

• Significant field service experience, preferably with diesel engine or power generation systems.
• Demonstrated expertise in engine diagnostics and complex repair execution.
• Proven ability to independently handle on-site troubleshooting and repairs.
• Customer-facing service experience, including work in remote or high-pressure environments.
• Experience coaching or guiding junior technicians (preferred).

Technical Skills

• Strong knowledge of engine systems and subsystem interactions (fuel, cooling, exhaust, aftertreatment, controls, sensors, etc.).
• Proficiency with Cummins diagnostic software and electronic service tools.
• Solid understanding of electrical and electronic systems, including logic circuits and fault diagnosis.
• Ability to interpret wiring diagrams, schematics, and service publications.
• Mechanical aptitude across multiple engine subsystems.
• Computer literacy including service management systems and MS Office.

Behavioral & Functional Skills

• Strong customer service orientation and communication skills.
• Excellent organizational and time management capability.
• High level of initiative, accountability, and teamwork.
• Ability to work independently in field conditions.
• Flexibility to travel and work irregular hours when required.