**DESCRIPTION** **Job Summary:** The Engine Field Service Technician - Level II serves as a technical specialist and primary customer support contact to diagnose and execute complex repairs on engine products at customer sites. This role ensures high-quality service, fosters customer relationships, and contributes to technical expertise within the team. **Key Responsibilities:** + Establish and develop strong customer relationships to ensure efficient attention to customer needs. + Utilize specialized tools and follow documented procedures to diagnose and complete complex repairs at customer sites. + Perform preventative maintenance activities on engines and related components in the field as per scheduled standards. + Escalate unresolved issues to product specialists or supervisors for resolution. + Coach and develop junior technicians/apprentices by sharing knowledge and providing work direction. + Review repair plans, parts lists, and documentation to ensure comprehensive service execution. + Accurately complete service documentation, including worksheets, timesheets, warranty claims, and quality records. + Identify additional sales and service opportunities to enhance customer experience and business growth. + Maintain service vehicles and tools in a clean and operational state. + Ensure strict adherence to Health, Safety, and Environmental policies, procedures, and applicable legislation. Report any issues or incidents promptly. **RESPONSIBILITIES** **Competencies:** + **Communicates Effectively**– Develops and delivers multi-modal communication tailored to different audiences. + **Customer Focus** – Builds strong customer relationships and delivers customer-centric solutions. + **Develops Talent** – Helps people achieve their career and organizational goals. + **ManagesComplexity** – Analyzes complex information and makes effective decisions. + **Manages Conflict** – Handles difficult situations with professionalism and minimal disruption. + **Self-Development** – Continuously seeks growth opportunities through formal and informal learning. +**Health and Safety Fundamentals** – Advocates and practices proactive health and safety behaviors to contribute to an injury-free workplace. + **Diagnostics Application** – Translates customer complaints into troubleshooting plans, using mechanical/electronic service tools and software toidentify and resolve issues. + **Electronic Service Tool Application** – Utilizes the appropriate electronic tools to diagnose, maintain, and troubleshoot engine products. + **Engine Systems Interactions** – Interprets and analyzes internal and external system interactions for efficient diagnosis and repair. + **Product Repair and Maintenance** – Conducts repairs following standard procedures, ensuring quality and cost-effective service. + **Service Documentation** – Accurately captures and records service details for historical tracking and billing. + **Technical Escalation** – Utilizes available resources and escalates technical issues while ensuring proper documentation for efficient resolution. + **Values Differences** – Recognizes and appreciates diverse perspectives and cultural contributions to the organization. **Education, Licenses, and Certifications:** + **Preferred:** Apprentice-Trained Engine Technician + **Required:** Vocational diploma from a relevant technical institution + **Valid local driving permit** required + May require licensing for compliance with export controls or sanctions regulations **Experience:** + Significant field service experience working with engine products + Expert-level knowledge of engine products + Strong customer service background + **Preferred:** Experience in providing technical coaching to junior technicians **QUALIFICATIONS****Skills and Knowledge:** 1. **Customer Relationship Management** – Build and maintain long-term relationships with key accounts. 2. **Preventive Maintenance (PM) Quality** – Enhance PM quality under CAMC agreements. 3. **Predictive Maintenance Drive** – Conduct analysis for five key customers. 4. **Service Level Agreement (SLA) Compliance** – Ensure 100% compliance with PM and breakdown SLAs, obtaining satisfactory certification from key customers. 5. **Customer Satisfaction and Loyalty** – Achieve vendor evaluation scores above 95% for all customers. 6. **Team Efficiency and Effectiveness** – Meet service matrix goals, execute support strategies, and provide Root Cause Analysis reports as per customer expectations. **Job** Service **Organization** Cummins Inc. **Role Category** Hybrid **Job Type** Technician **ReqID** 2412601 **Relocation Package** Yes