DESCRIPTION

Job Summary

This role is a customer-focused individual contributor responsible for performing complex diagnostics, repairs, overhauls, and rebuilds on multiple Cummins engine products at customer and company sites with minimal supervision. The role combines strong field service execution with data analysis, customer recommendations, and dealer support activities. The position may provide technical guidance and coaching to less experienced technicians while ensuring high levels of customer satisfaction, safety, and compliance.

Key Responsibilities Field Service & Technical Support

• Perform complex diagnostics, repairs, overhauls, and rebuilds on Cummins engine products using specialized tools, documented procedures, and service publications.
• Translate customer complaints into structured troubleshooting plans; validate repairs by duplicating complaints and documenting resolutions.
• Carry out preventive maintenance activities as per documented schedules and standards on engines and related components in the field.
• Escalate unresolved or complex technical issues to product specialists or supervisors through defined technical escalation processes.
• Provide Cummins Care activities, Insite and Inline technical support to TML on-highway dealership teams.
• Maintain service vehicles and tools to ensure cleanliness, safety, and operational readiness.

Data Analysis & Customer Insight

• Perform data extraction from PCC at defined intervals and validate data with Monitoring and Resolution teams on activities performed.
• Analyze field and operational data to identify trends, issues, and improvement opportunities.
• Capture Voice of the Customer and technical issues, working closely with RRT teams for resolution and continuous improvement.
• Provide recommendations to customers through formal communication, including written letters and reports.

Dealer, DBU & Fleet Support

• Support Insite and InPower activities for dealers and DBUs.
• Drive dealer and DBU key activations and provide fleet population and count information.
• Identify additional sales and service opportunities during customer interactions and share insights with relevant teams.

Coaching, Documentation & Compliance

• Coach, develop, and provide technical guidance to technicians and apprentices; support knowledge transfer and skill development.
• Complete all required service documentation, including service worksheets, timesheets, warranty claims, and quality documents using business systems.
• Ensure strict adherence to Health, Safety, and Environmental (HSE) policies, procedures, and legislation; proactively report incidents or risks.
• Complete required technical and safety training aligned with skill development and business requirements.

RESPONSIBILITIES

Qualifications

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

Competencies

Technical & Functional Skills

• Expert-level knowledge of Cummins engine products and systems.
• Strong diagnostic capability using electronic service tools (Insite, InPower) and mechanical troubleshooting methods.
• In-depth understanding of engine systems interactions, including fuel, exhaust, cooling, aftertreatment, controls, sensors, and driveline systems.
• Ability to perform product repair and maintenance within standard repair times while ensuring quality and cost efficiency.
• Strong service documentation and data capture discipline to support warranty, quality, and historical tracking.

Behavioral & Leadership Competencies

• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
• Communicates Effectively: Clearly conveys technical and non-technical information to diverse audiences.
• Manages Complexity: Interprets and resolves complex and sometimes conflicting information to solve problems effectively.
• Manages Conflict: Handles conflict situations constructively with minimal disruption.
• Develops Talent: Coaches and supports the development of junior technicians.
• Self-Development: Actively seeks continuous learning and skill enhancement.
• Health & Safety Fundamentals: Champions proactive safety behaviors and contributes to an injury-free workplace.
• Values Differences: Recognizes and respects diverse perspectives and cultures.

QUALIFICATIONS

Experience

• Significant field service experience in engine diagnostics, repair, and maintenance.
• Expert-level experience with engine products and electronic diagnostic tools.
• Proven customer service experience in a field or service environment.
• Experience providing technical coaching and guidance to junior technicians (preferred).

Job Service

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Technician

ReqID 2422604

Relocation Package No

100% On-Site No