(IND-Lucknow) Field Service Engineering Specialist
Lucknow, Uttar Pradesh 1 month ago
Job Description
**DESCRIPTION**
Key Responsibilities:
+ Lead the investigation of product or system problems, understand causal mechanisms, and recommend appropriate actions.
+ Support the failure analysis process on common failure modes (e.g., PIR, CCR, HTD, TSR).
+ Document the results of diagnostic and repair actions clearly and concisely in the appropriate database.
+ Share acquired knowledge with other teams through Knowledge Management System (KMS), Quick Serve Online (QSOL) tickets, training, etc.
+ Provide onsite technical expert resource support when required.
+ Offer technical input for policy discussions and decisions.
+ Ensure territories are well informed through regular communication and scheduled meetings across teams/functions/customer groups.
+ Investigate emerging issues and deliver robust technical solutions for product or process issues in the field.
+ Assist in field action campaigns and infant care/VPI programs when needed.
+ Prioritize safety with the objective of injury-free living.
+ Guide less experienced technicians on technical issues and troubleshooting to support customers more efficiently.
+ Provide product and customer support in the field and act as a liaison during escalations to Technical Territory Manager (TTM)/Engineering for product improvements and fixes.
+ Implement Step 3 improvements after gaining appropriate approvals.
**RESPONSIBILITIES**
**Qualifications:**
+ College, university, or equivalent degree in Engineering or a related field is highly preferred.
+ Relevant experience equivalent required.
+ This position may require licensing for compliance with export controls or sanctions regulations.
**Competencies:**
+ **Field Investigation and Support** : Gather and communicate technical information between technical problem solvers and the service channel about product or process-related issues using proven problem-solving techniques.
+ **Product Failure Reporting and Corrective/Preventive Action Systems** : Define and lead a process to record, prioritize, and resolve product failures using cross-functional reviews, rigorous problem-solving methods, failed parts transfer processes, data management tools, and project management practices.
+ **Product Problem Solving** : Solve product problems using a process that protects the customer, determines the assignable cause, implements robust, data-based solutions, and identifies systemic root causes and recommended actions to prevent problem reoccurrence.
+ **Technical Customer Management** : Represent Cummins to customers by being the interface for all technical aspects; provide engineering data, documentation, and training to customers to support the design and integration of equipment.
+ **Being Resilient** : Rebound from setbacks and adversity when facing difficult situations.
+ **Collaborates** : Build partnerships and work collaboratively with others to meet shared objectives.
+ **Communicates Effectively** : Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences.
+ **Customer Focus** : Build strong customer relationships and deliver customer-centric solutions.
+ **Drives Results** : Consistently achieve results, even under tough circumstances.
+ **Manages Complexity** : Make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
+ **Resourcefulness** : Secure and deploy resources effectively and efficiently.
+ **Diagnostics Application** : Translate customer complaints to develop troubleshooting plans; troubleshoot issues following guided workflows, procedures, specialized equipment, and diagnose computer software to isolate failed components to enable successful repairs.
+ **Service Documentation** : Create and verify customer, equipment, and technical information; capture specific data using required service tools; follow procedures and document required information in the service management system.
+ **Technical Escalation** : Obtain product technical issue information and utilize available resources including data management tools; elevate issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts.
**QUALIFICATIONS**
**Knowledge/Skills:**
+ Operation and maintenance of DG High Horse Power DG sets.
+ Experience in the Genset industry.
+ Sound knowledge of exhaust after-treatment systems.
+ Knowledge of dual fuel applications and gas-based DG applications, including retrofitment emission systems.
+ Thorough knowledge of electrical control panels, synchronization panels, and switchgear panels, including HT/LT installations.
+ Proficiency in the operation and maintenance of HT/LT alternators.
+ Experience handling dealerships and guiding dealership teams to achieve service targets and goals.
**Experience:**
+ Technical background in Electrical Engineering (BE/Diploma) with 10-12 years of experience.
**Additional Information:**
+ This position will be based out of Noida - Uttar Pradesh under Area Office, Lucknow.
**Job** Service
**Organization** Cummins Inc.
**Role Category** Hybrid
**Job Type** Exempt - Experienced
**ReqID** 2409211
**Relocation Package** Yes
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