**DESCRIPTION** **Job Summary:** Technical specialist and primary customer support contact to diagnose and execute complex repairs to engine products at the customer’s site. **Key Responsibilities:** + Establishes and develops productive customer relationships, ensuring prompt and efficient attention to customer needs. + Applies specialized tools and follows documented procedures to diagnose and complete complex repairs at customer sites. + Conducts preventative maintenance activities as per documented schedules and standards on engines and related components in the field. + Escalates unresolved issues to product specialists or supervisors. + Coaches and develops technicians/apprentices, providing work direction and reviewing repair plans and parts lists. + Completes required documentation, including service worksheets, timesheets, warranty claims, and quality documents, via handwritten forms or business systems. + Identifies additional sales and service opportunities with customers. + Completes training in line with skill and business requirements. + Maintains service vehicle and tools for cleanliness and proper operation. + Ensures adherence to all relevant Health, Safety & Environmental policies and procedures, reporting any issues or incidents to site management and supervisors. **RESPONSIBILITIES** **Competencies:** + **Communicates Effectively** : Tailors communications to meet the unique needs of diverse audiences. + **Customer Focus** : Builds strong customer relationships and delivers customer-centric solutions. + **Develops Talent** : Mentors others to achieve career and organizational goals. + **Manages Complexity** : Analyzes complex information to effectively solve problems. + **Manages Conflict** : Resolves conflict situations effectively with minimal noise. + **Self-Development** : Actively seeks new learning opportunities through formal and informal channels. + **Health and Safety Fundamentals** : Proactively promotes health and safety behaviors to contribute to an injury-free workplace. + **Diagnostics Application** : Develops troubleshooting plans based on customer complaints and validates successful repairs. + **Electronic Service Tool Application** : Utilizes appropriate hardware and software tools to diagnose and resolve service issues. + **Engine Systems Interactions** : Analyzes the interactions of electrical and mechanical systems to diagnose and repair issues efficiently. + **Product Repair and Maintenance** : Repairs and maintains mechanical/electrical products following guidelines to ensure quality repairs and cost efficiency. + **Service Documentation** : Captures and verifies technical information to maintain accurate service records. + **Technical Escalation** : Utilizes resources and escalates issues for seamless resolution and customer satisfaction. + **Values Differences** : Leverages diverse perspectives to enhance organizational performance. **Education, Licenses, Certifications:** + Apprentice Trained Engine Technician (Preferred) + Vocational diploma from a relevant technical institution + Locally valid driving permit + Licensing may be required for compliance with export controls or sanctions regulations **QUALIFICATIONS** **Experience:** + Significant field service work experience + Expert-level knowledge of and experience with engine products + Customer service experience + Experience providing technical advice and coaching to junior technicians (preferred) **Skills/Knowledge:** + Proficient in supporting Control Panel business, Data Center Panel services, and new projects such as Grid Sync. **Job** Service **Organization** Cummins Inc. **Role Category** Hybrid **Job Type** Technician **ReqID** 2408764 **Relocation Package** Yes