DESCRIPTION

Technical specialist and primary customer support contact to diagnose and execute complex repairs to engine products at the customer’s site.

Key Responsibilities:

• Establishes and continually develops productive customer relations and ensures prompt and efficient attention to customer needs. Applies the use of specialized tools and follows documented procedures and policies to diagnose and complete complex repairs at customer site.
• Performs preventative maintenance activities as per documented schedules and standards on engines and related components in the field. Escalates unresolved issues to product specialists or supervisor.
• Coaches and develops technicians and/or apprentices and transfers knowledge and experience to others; may provide work direction; may review repair plans, parts lists, etc.
• Completes required documentation, such as service worksheets, timesheets, warranty claims, quality documents via handwritten forms or business system input screens.
• Identifies additional sales and service opportunities with customer.
• Completes training in line with skill and business requirements. Maintains service vehicle and tools for cleanliness and proper operation.
• Ensure adherence to all relevant Health Safety & Environmental policies, procedures and legislation and reports any issues / incidents to site management and to their supervisor.

RESPONSIBILITIES

Competencies:

• Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Customer focus - Building strong customer relationships and delivering customer-centric solutions.
• Develops talent - Developing people to meet both their career goals and the organization’s goals.
• Manages complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Manages conflict - Handling conflict situations effectively, with a minimum of noise.
• Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.
• Health and Safety Fundamentals - Champions and models proactive health and safety behaviors by identifying, reporting and participating in actions to improve health and safety in order to build an interdependent culture and contribute to an injury-free workplace.
• Diagnostics Application - Translates customer complaints to develop troubleshooting plan; troubleshoots issue following guided work flows, procedures, specialized equipment such as mechanical and electronic service tools, and diagnoses computer software to isolate failed components to enable a successful repair; validates repair by duplicating complaint to ensure it has been resolved; documents results of troubleshooting in business systems to communicate what has been done for payment and historical tracking.
• Electronic Service Tool Application - Identifies the suite of available hardware and software tools required for a service event; utilizes the appropriate electronic tool set to maintain the product or diagnose and troubleshoot an issue; interprets electronic tool results or recommendations to determine next steps for service resolution.
• Engine Systems Interactions - Interprets and analyzes the interactions of internal and external electrical and mechanical systems (exhaust, heating, cooling, fuel systems, driveline, aftertreatment, controls, sensors, etc.) by applying tools, service publications (Cummins, Original Equipment Manufacturer) and taking measurements to efficiently and correctly diagnose and repair.
• Product Repair and Maintenance - Repairs and maintains mechanical/electrical products following guidelines, using required tools within standard repair time to ensure a quality repair; disassembles and assembles engines or power generators following guidelines, using required tools to ensure a clean and organized environment; inspects and replaces parts and components following re-use guidelines to minimize customers cost of ownership; performs progressive damage check following guidelines to restore to pre-failure condition.
• Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.
• Technical Escalation - Obtains product technical issue information and utilizes available resources including data management tools; elevates issues to a higher level of expertise, balancing timeliness of customer response with investigation efforts; captures all troubleshooting steps in the appropriate database in order to ensure seamless transitions and accurate response to ticket resolution in a timely manner.
• Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

Education, Licenses, Certifications:

• Apprentice Trained Engine Technician (Preferred)
• Vocational diploma from relevant technical institution
• Locally valid driving permit
• This position may require licensing for compliance with export controls or sanctions regulations.

Experience:

• Significant field service work experience
• Expert level knowledge of and/or experience with engine products
• Customer service experience
• Experience providing technical advice and coaching to more junior technicians (preferred)

QUALIFICATIONS

• In this role, the Field Service Technician is responsible for providing service support across multiple customer sites. The technician works in close coordination with Service Engineers, Quality teams, and Parts-related functions to support the smooth execution of field service activities and the timely resolution of issues.
• As business needs require, the role supports both on-highway and off-highway products.
• Through accurate diagnostics, high-quality repairs, and effective communication with relevant stakeholders, the technician contributes to the prevention of repeat issues and the minimization of customer downtime.
• During the course of root cause investigations, the technician provides on-site observations, data, and feedback as necessary, and collaborates with OEM and customer technical personnel.
• The technician accurately completes and manages required service documentation, including service reports, diagnostic records, and warranty-related information, using designated systems.
• The role also supports the preparation and handling of returns and shipments for tools, VPI parts, failed parts, and related components.
• During product updates or new product introductions, the technician applies the latest service information, tools, and training materials provided, and supports service readiness activities.
• At customer sites, the technician complies with Cummins Health, Safety, Environmental, and Quality policies and standards, and proactively demonstrates and promotes safe working behaviors.
• 本ポジションにおいて、フィールドサービス技術者は複数の顧客拠点におけるサービス活動を担当し、サービスエンジニア、品質部門、部品関連部門と連携しながら、フィールドサービスの円滑な実行および迅速な課題解決を支援します。
• 業務上の必要に応じてオンハイウェイおよびオフハイウェイ製品の両方をサポートします。
• 正確な診断、品質の高い修理、関係者との適切なコミュニケーションを通じて、再発防止および顧客ダウンタイムの最小化を支援します。
• 要因解析の過程において、必要に応じて現地や損品１次調査施設での観察結果、データ、フィードバックを提供し、OEM や顧客側技術者とも協力します。
• サービス報告書、診断記録、ワランティ関連情報など、必要なサービスドキュメントを所定のシステムに正確に入力・管理します。
• ツール、VPI（開発試験用）部品、不具合部品、またコンポーネント関係の返却・出荷準備を支援します。
• 製品の更新や導入時には、提供される最新のサービス情報、工具、トレーニング内容を適用し、サービスレディネスの確保を支援します。
• 顧客拠点において、カミンズの労働安全衛生、環境、品質に関する方針および規定を遵守し、安全な作業行動を率先して実践・促進します。
• 主要顧客先仕様のサービスマニュアルやパーツカタログのメンテナンスをします。

Job Service

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Technician

ReqID 2428425

Relocation Package No

100% On-Site No