ON SITE SERVICE TECHNICIAN - LEVEL II

DESCRIPTION

The On-Site Service Technician – Level II is a customer-facing technical expert responsible for diagnosing and completing moderately complex repairs and maintenance on Cummins products—primarily engines and related systems—at a designated customer site. This role ensures consistent customer satisfaction through quality service execution, technical support, and proactive issue resolution while promoting safe work practices.

Key Responsibilities:

• Interact professionally with customers, ensuring prompt, courteous, and effective attention to service requests and needs.

• Perform routine and moderately complex diagnostic procedures using electronic and mechanical tools in accordance with Cummins standards.

• Identify and prepare the necessary tools, components, and documentation prior to repair work.

• Complete less complex repairs and service procedures independently on-site at customer facilities.

• Guide and coach customer personnel in conducting preventative maintenance activities.

• Escalate unresolved issues to more experienced technicians or supervisors with clear documentation.

• Complete service documentation accurately, including timesheets, service worksheets, quality records, and warranty claims.

• Participate in required technical training programs to stay current with business and skill requirements.

• Maintain cleanliness and proper operation of work area, service tools, and service vehicles.

• Adhere to all company and customer site-specific Health, Safety & Environmental (HSE) protocols and report any incidents immediately.

RESPONSIBILITIES

Core Competencies:

• Communicates Effectively – Clearly conveys technical and non-technical information in a professional and respectful manner.

• Customer Focus – Builds lasting relationships by understanding and delivering on customer expectations.

• Manages Complexity – Analyzes and navigates technical and procedural challenges effectively.

• Self-Development – Pursues learning and feedback to advance personal and professional growth.

• Develops Talent – Supports learning and skills development for team members or customer employees.

• Values Differences – Acknowledges and respects diverse perspectives and experiences.

• Health and Safety Fundamentals – Acts as a safety role model by adhering to and promoting a safe work environment.

Technical Competencies:

• Diagnostics Application – Uses service manuals, tools, and workflows to troubleshoot and validate repairs.

• Electronic Service Tool Application – Applies Cummins’ electronic tools to diagnose issues, update software, and retrieve data.

• Engine Systems Interactions – Understands and interprets the functions of interconnected engine and vehicle systems to resolve technical problems efficiently.

• Product Repair and Maintenance – Performs accurate and efficient engine and component repairs in line with Cummins’ procedures.

• Service Documentation – Captures complete and accurate records of service activities in internal systems.

• Technical Escalation – Documents and escalates unresolved issues with full technical context for seamless follow-up.

Education, Licenses, and Certifications:

• Vocational diploma or certificate from a relevant technical institution (mandatory)

• Apprentice-trained engine or power generation technician (preferred)

• Valid local driving permit (mandatory)

• Current electrical certification (optional, as per role requirement)

• May require licensing for compliance with export controls or local regulatory standards

QUALIFICATIONS

Experience:

• Basic to intermediate field service experience, preferably in diesel engine or power generation environments

• Prior experience with engine diagnostics, service tools, and preventive maintenance

• Working knowledge of high-voltage/low-voltage systems (preferred)

• Proven ability to interact with customers in service environments

• Internal candidates must demonstrate:

• Foundational knowledge of engine systems

• Basic understanding of Aftertreatment Systems (ATS)

• Strong self-directed work ethic

Additional Information:

• This is a field-based position requiring physical work at customer locations.

• The technician is expected to work independently while staying aligned with company protocols and reporting structures.

Ongoing training and certification completion will be expected as part of the role.