ENGINE FIELD SERVICE TECHNICIAN - LEVEL III

DESCRIPTION

As a Level III Engine Field Service Technician at Cummins, you will serve as a technical specialist and the primary customer support contact, responsible for diagnosing and performing complex engine repairs directly at the customer’s site. You will also contribute to team development, customer relationship management, and service excellence through hands-on technical leadership and coaching.

Key Responsibilities

• Serve as the primary contact for customers, ensuring strong, productive relationships and prompt service.

• Diagnose and repair complex mechanical and electrical issues on engine systems using specialized tools and electronic service applications.

• Conduct preventive maintenance activities in the field according to documented schedules and standards.

• Coach and mentor junior technicians and apprentices; review repair plans and support skill development in others.

• Document service activities include worksheets, timesheets, warranty claims, and quality records using Cummins’ systems.

• Identify additional service opportunities and communicate these to customers to support business development.

• Maintain service vehicle and tools in accordance with operational standards.

• Escalate unresolved technical issues to product specialists or supervisors for further support.

• Adhere to all Health, Safety, and Environmental (HSE) standards, and report issues or incidents promptly.

RESPONSIBILITIES

Competencies

• Communicates Effectively: Adapts communication for different audiences and ensures clarity in technical and non-technical interactions.

• Customer Focus: Builds strong customer relationships and consistently delivers customer-centric service.

• Develops Talent: Actively develops and supports team member growth and performance.

• Manages Complexity: Processes complex information to develop effective troubleshooting and repair solutions.

• Manages Conflict: Resolves interpersonal or technical disputes constructively and efficiently.

• Self-Development: Proactively seeks learning opportunities for professional and personal growth.

• Values Differences: Embraces and leverages diversity in the workplace.

• Health & Safety Fundamentals: Champions have work practices and promotes an injury-free culture.

• Diagnostics Application: Performs methodical troubleshooting using digital tools and diagnostics procedures.

• Electronic Service Tool Application: Selects and uses the appropriate digital service tools and interprets results accurately.

• Engine Systems Interactions: Understands the interactions among systems (e.g., exhaust fuel, cooling, sensors) to identify faults.

• Product Repair and Maintenance: Conducts quality engine repairs and preventive maintenance within standard time and cost constraints.

• Service Documentation: Captures accurate technical and service data in required systems.

• Technical Escalation: Effectively utilizes available resources and escalates unresolved issues for resolution.

Qualifications

• Apprentice Trained Engine Technician (Preferred)

• Vocational diploma or equivalent from a recognized technical institution

• Valid local driver’s license

• Licensing may be required in accordance with export control or sanctions regulations

QUALIFICATIONS

Skills and Experience Needed

• Demonstrated experience in field service, including complex engine repairs

• Expert knowledge of diesel engine products, systems, and controls

• Strong understanding of electrical troubleshooting related to engines

• Ability to manage major customer accounts and field issues independently

• Experience providing technical support and coaching to less experienced technicians

• Familiarity with CAMC PM compliance and BD tracking processes

• Strong coordination skills with customers and dealers