**DESCRIPTION** **Job Summary:** Technical specialist and primary customer support contact responsible for diagnosing and executing complex repairs on engine products at customer sites. **Key Responsibilities:** + Establish and maintain productive customer relations, ensuring prompt and efficient attention to customer needs. + Utilize specialized tools and documented procedures to diagnose and perform complex engine repairs at customer sites. + Conduct preventative maintenance activities per documented schedules and standards. + Escalate unresolved technical issues to product specialists or supervisors. + Coach and mentor technicians and apprentices by transferring knowledge and providing work direction. + Review repair plans, parts lists, and necessary documentation to ensure efficient service execution. + Complete all required service documentation, including service worksheets, timesheets, warranty claims, and quality documents. + Identify additional sales and service opportunities through customer interactions. + Maintain and clean service vehicles and tools to ensure proper operation. + Ensure adherence to all **Health, Safety, and Environmental (HSE) policies** , and report any issues or incidents to site management and supervisors. **RESPONSIBILITIES** **Core Competencies:** + **Communicates Effectively** – Develops and delivers multi-mode communications that cater to different audiences. + **Customer Focus** – Builds strong customer relationships and delivers customer-centric solutions. + **Develops Talent** – Supports and mentors others in their career and skill development. + **Manages Complexity** – Analyzes high-volume, sometimes contradictory, information to resolve issues efficiently. + **Manages Conflict** – Effectively handles difficult situations with minimal disruption. + **Self-Development** – Continuously seeks opportunities to enhance knowledge and skills. + **Health and Safety Fundamentals** – Champions and enforces proactive safety behaviors to foster a culture of injury-free operations. + **Diagnostics Application** – Translates customer complaints into troubleshooting plans and executes repair strategies using electronic and mechanical service tools. + **Electronic Service Tool Application** – Utilizes a suite of hardware and software tools to diagnose and repair engine products efficiently. + **Engine Systems Interactions** – Analyzes interactions between internal and external engine systems (exhaust, cooling, fuel systems, aftertreatment, sensors, etc.) to diagnose and resolve issues. + **Product Repair and Maintenance** – Follows guidelines for mechanical/electrical product repair, ensuring a quality outcome within standard repair times. + **Service Documentation** – Accurately records service work performed, ensuring historical tracking and payment validation. + **Technical Escalation** – Gathers and escalates unresolved technical issues while maintaining detailed documentation of troubleshooting steps. + **Values Differences** – Recognizes and appreciates diverse perspectives in a collaborative work environment. **Education, Licenses, and Certifications:** + **Preferred:** Apprentice-Trained Engine Technician. + Vocational diploma from a **relevant technical institution** . + **Mandatory:** Locally valid driving permit. + May require licensing for **compliance with export controls or sanctions regulations** . **Experience:** + Extensive field service experience working with **engine products** . + **Expert-level** knowledge of **engine systems, diagnostics, and repairs** . + Prior experience in **customer service** and **technical problem resolution** . + Experience in **mentoring and training junior technicians** (preferred). **QUALIFICATIONS** **Additional Skills:** + Establish and maintain productive customer relations, ensuring prompt attention to their needs. + Use specialized tools and follow documented procedures to diagnose and perform complex repairs on engines and related components at customer sites. + Conduct preventative maintenance activities as per documented schedules and standards. + Escalate unresolved issues to product specialists or supervisors. + Coach and mentor technicians or apprentices by transferring knowledge and providing work direction. + Review repair plans, parts lists, and other necessary documentation. + Complete all required service documentation, including service worksheets, timesheets, warranty claims, and quality documents. + Identify additional sales and service opportunities during customer interactions. + Maintain and clean service vehicle and tools to ensure proper operation. + Adhere to all Health, Safety, and Environmental policies and report any incidents to management and supervisors. **Job** Service **Organization** Cummins Inc. **Role Category** Hybrid **Job Type** Technician **ReqID** 2411701 **Relocation Package** No