**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