**DESCRIPTION** **Job Summary:** A technical specialist and primary customer support contact responsible for diagnosing and executing complex repairs on engine products at customer sites, ensuring prompt resolution of issues and maintaining productive customer relations. **Key Responsibilities:** + Establish and develop productive relationships with customers to address their needs promptly and efficiently. + Utilize specialized tools and adhere to documented procedures to diagnose and complete complex repairs on-site. + Conduct preventive maintenance activities per schedules and standards on engines and related components in the field. + Escalate unresolved technical issues to product specialists or supervisors as needed. + Coach and mentor technicians/apprentices by sharing knowledge, reviewing repair plans, and offering guidance. + Complete all required documentation, including service worksheets, timesheets, warranty claims, and quality records. + Identify opportunities for additional sales and services with customers. + Maintain the service vehicle and tools in clean and operational condition. + Ensure compliance with all relevant Health, Safety, and Environmental policies, procedures, and legislation, reporting issues to site management and supervisors. **RESPONSIBILITIES** **Competencies:** + **Technical Expertise:** + Diagnostics Application: Troubleshoot engine issues using guided workflows, tools, and software. + Electronic Service Tool Application: Utilize hardware/software tools for service events and interpret diagnostic results. + Engine Systems Interactions: Analyze and diagnose interactions between electrical and mechanical systems. + Product Repair and Maintenance: Repair and maintain engines using tools and guidelines efficiently. + Service Documentation: Accurately document customer, equipment, and technical information. + Technical Escalation: Escalate and document technical issues for higher-level expertise when needed. + **Core Competencies:** + Communicates effectively. + Customer-focused and relationship-driven. + Develops talent by mentoring and coaching. + Manages complexity and conflict with a solutions-oriented mindset. + Demonstrates proactive health and safety behaviors. + Values diverse perspectives and cultures. **Qualifications:** + **Education:** + Apprentice-trained Engine Technician (Preferred). + Vocational diploma from a relevant technical institution. + **Licenses/Certifications:** + Locally valid driving permit. + Licensing may be required for compliance with export controls or sanctions regulations. **Experience:** + Significant field service work experience. + Expert-level knowledge of engine products. + Customer service experience. + Proven ability to provide technical advice and mentoring to junior technicians (preferred). **QUALIFICATIONS** **Skills:** + Relationship-building with key customers. + Enhancement of preventive maintenance quality under CAMC. + Predictive maintenance analysis and support strategy creation. + SLA compliance with 100% adherence to preventive maintenance and breakdown resolution. **Job** Service **Organization** Cummins Inc. **Role Category** Hybrid **Job Type** Technician **ReqID** 2409821 **Relocation Package** Yes