DESCRIPTION

Job Summary

This role is a customer-focused individual contributor responsible for managing Condition Based Maintenance (CBM), engine health monitoring, and customer coordination activities at site locations. The position supports high equipment availability through proactive maintenance planning, failure analysis, diagnostics, and close collaboration with customers, OEMs, internal stakeholders, and field service teams. The role also contributes to continuous improvement, documentation accuracy, and customer satisfaction while ensuring strict adherence to Health, Safety & Environmental (HSE) standards.

Key Responsibilities Customer & Stakeholder Management

• Conduct monthly MOMs and OEM review meetings with customers (including Tata Hitachi and site stakeholders).
• Build and maintain strong customer relationships by ensuring timely communication, issue resolution, and proactive engagement.
• Coordinate major breakdown engagements including engine, radiator, hydraulic cooler issues, and HO-assigned campaigns.
• Identify additional service and support opportunities with customers.

Condition Based Maintenance (CBM) & Reporting

• Manage CBM execution for contract and non-contract engines, including monthly PM visits, audits, and executive summaries.
• Audit a defined percentage of CBMs monthly and ensure corrective actions are closed.
• Maintain CBM trackers for oil samples, ECM images, failure trends, engine availability, quotations, POs, and HMR updates.
• Prepare one-page summaries for contract and warranty failures and track failed parts for TSRs.
• Perform failure trend analysis and provide spare parts stock recommendations.

Technical Support & Diagnostics

• Perform and support complex diagnostics, preventive maintenance, repairs, overhauls, and rebuilds at customer sites.
• Apply specialized tools, INSITE, and electronic service tools to diagnose and resolve issues efficiently.
• Escalate unresolved technical issues to product specialists while ensuring timely customer response.
• Validate repairs and document findings accurately in service management systems.

Documentation, Data & Process Management

• Maintain accurate records for engine population, market sharing data, CBM updates, and service documentation.
• Draft technical and advisory letters related to maintenance schedules, inspections, and failure conditions.
• Support DMSC action closure and continuous improvement initiatives.

Coaching, Collaboration & Development

• Provide technical guidance, coaching, and knowledge transfer to technicians and apprentices.
• Collaborate cross-functionally with KAMs, PS teams, OEMs, and internal stakeholders.
• Participate in training delivery, profile presentations, and customer technical training programs.

Health, Safety & Environmental (HSE)

• Ensure full compliance with all HSE policies, procedures, and legal requirements.
• Promote a culture of safety and report incidents or hazards promptly.

RESPONSIBILITIES

Qualifications

• Vocational Diploma or relevant technical qualification (required).
• Apprentice Trained Engine Technician (preferred).
• Locally valid driving license.
• Required licensing for export controls or sanctions compliance (if applicable).

Competencies

• Strong customer focus and communication skills.
• Advanced diagnostics and electronic service tool application.
• Deep understanding of engine systems interactions (mechanical and electrical).
• Ability to analyze complex data, manage multiple trackers, and prioritize actions.
• Strong documentation, reporting, and presentation skills.
• Problem-solving, conflict management, and systems thinking.
• Ability to coach, mentor, and collaborate effectively across teams.
• Commitment to continuous learning and self-development.

QUALIFICATIONS

Experience

• Significant field service or customer support experience in engine or heavy equipment environments.
• Expert-level knowledge of engine products and CBM practices.
• Experience in customer-facing roles with responsibility for diagnostics, repairs, and maintenance planning.
• Experience mentoring junior technicians is preferred.

Job Service

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Technician

ReqID 2421820

Relocation Package No

100% On-Site No