**DESCRIPTION** **Job Summary:** Serves as the technical specialist and primary customer support contact to diagnose and complete fewer complex repairs to Cummins products at a single customer’s site. Ensures adherence to company standards while delivering efficient, reliable, and high-quality service. **Key Responsibilities:** + Engage customers professionally, anticipating and addressing their needs promptly and efficiently. + Utilize specialized tools and follow documented procedures to diagnose and perform basic repairs, including preparing required parts and tools. + Provide coaching on preventative maintenance and basic repairs for customer employees. + Escalate unresolved issues to experience On Site Technicians or Supervisors as necessary. + Document service activities, including service worksheets, timesheets, warranty claims, and quality forms. + Maintain a clean and organized work area, ensuring tools are operational and in compliance with safety standards. + Ensure adherence to all Health, Safety, and Environmental policies and promptly report incidents or issues to site management and supervisors. + Conduct field failure analysis and support the dispatch of defective parts to the plant for corrective action. + Attend and resolve field failures (BSVI and BSIV) in a timely manner to minimize downtime. + Provide detailed failure reports to internal teams for corrective actions and support infant care for emerging product issues. + Deliver technical training to OEMs, OEM dealers, and service center personnel to enhance operational excellence. + Support warranty handling, including diagnosis, conclusion of warranty disposition, and customer updates. + Maintain and update the service database, ensuring accurate records of service activities and monthly reporting. **RESPONSIBILITIES** **Competencies:** + **Communicates Effectively:** Tailors communication to audience needs, ensuring clear and professional delivery. + **Customer Focus:** Builds and maintains strong customer relationships with a commitment to customer satisfaction. + **Manages Complexity:** Analyzes technical issues and identifies effective solutions. + **Develops Talent:** Coaches and trainscustomer and internal teams to ensure long-term success. + **Health and Safety Fundamentals:** Proactively adheres to and promotes safety behaviors. + **Diagnostics Application:** Translates customer issues into effective troubleshooting plans. + **Electronic Service Tool Application:** Effectively uses diagnostic tools like INSITE for troubleshooting and repair. + **Engine Systems Interaction:** Applies knowledge of mechanical and electrical systems to efficiently diagnose and repair issues. + **Service Documentation:** Ensures detailed and accurate documentation of service activities and findings. + **Technical Escalation:** Escalates complex technical issues appropriately while maintaining a clear record of steps taken. + **Values Differences:** Recognizes and respects diverse perspectives to drive better solutions. **Qualifications:**+ Apprentice Certified Power Generation or Engine Technician (Preferred). + Vocational diploma from a relevant technical institution. + Current relevant electrical certification (optional). + Valid local driving permit **QUALIFICATIONS** **Skills and Experience:** + **Experience:** + Basic-level field service experience. + Intermediate knowledge of power generation or engine products. + Experience in high voltage/low voltage systems (preferred). + Customer service experience with a strong problem-solving focus. + Hands-on experience with vehicle-level analysis, including troubleshooting engine and aftertreatment systems. + Ability to strip down and rebuild components such as turbochargers, dosing systems, and fuel systems. + **Technical Proficiency:** + Basic knowledge and application of electronic service tools like INSITE. + Proficient in analyzing and troubleshooting mechanical, electrical, and electronic systems. + **Additional Skills:** + Strong organizational and training capabilities for coaching OEM and service center teams. + Effective reporting and database management, including incident reporting in tools like ePIR. **Job** Service **Organization** Cummins Inc. **Role Category** On-site **Job Type** Technician **ReqID** 2409572 **Relocation Package** Yes