• Cummins India

**DESCRIPTION**


**Job Summary:**


The Engine Field Service Technician - Level II serves as a technical specialist and primary customer support contact to diagnose and execute complex repairs on engine products at customer sites.

This role ensures high-quality service, fosters customer relationships, and contributes to technical expertise within the team.


**Key Responsibilities:**


+ Establish and develop strong customer relationships to ensure efficient attention to customer needs.

+ Utilize specialized tools and follow documented procedures to diagnose and complete complex repairs at customer sites.

+ Perform preventative maintenance activities on engines and related components in the field as per scheduled standards.

+ Escalate unresolved issues to product specialists or supervisors for resolution.

+ Coach and develop junior technicians/apprentices by sharing knowledge and providing work direction.

+ Review repair plans, parts lists, and documentation to ensure comprehensive service execution.

+ Accurately complete service documentation, including worksheets, timesheets, warranty claims, and quality records.

+ Identify additional sales and service opportunities to enhance customer experience and business growth.

+ Maintain service vehicles and tools in a clean and operational state.

+ Ensure strict adherence to Health, Safety, and Environmental policies, procedures, and applicable legislation.

Report any issues or incidents promptly.


**RESPONSIBILITIES**


**Competencies:**


+ **Communicates Effectively**– Develops and delivers multi-modal communication tailored to different audiences.

+ **Customer Focus** – Builds strong customer relationships and delivers customer-centric solutions.

+ **Develops Talent** – Helps people achieve their career and organizational goals.

+ **ManagesComplexity** – Analyzes complex information and makes effective decisions.

+ **Manages Conflict** – Handles difficult situations with professionalism and minimal disruption.

+ **Self-Development** – Continuously seeks growth opportunities through formal and informal learning.

+**Health and Safety Fundamentals** – Advocates and practices proactive health and safety behaviors to contribute to an injury-free workplace.

+ **Diagnostics Application** – Translates customer complaints into troubleshooting plans, using mechanical/electronic service tools and software toidentify and resolve issues.

+ **Electronic Service Tool Application** – Utilizes the appropriate electronic tools to diagnose, maintain, and troubleshoot engine products.

+ **Engine Systems Interactions** – Interprets and analyzes internal and external system interactions for efficient diagnosis and repair.

+ **Product Repair and Maintenance** – Conducts repairs following standard procedures, ensuring quality and cost-effective service.

+ **Service Documentation** – Accurately captures and records service details for historical tracking and billing.

+ **Technical Escalation** – Utilizes available resources and escalates technical issues while ensuring proper documentation for efficient resolution.

+ **Values Differences** – Recognizes and appreciates diverse perspectives and cultural contributions to the organization.


**Education, Licenses, and Certifications:**


+ **Preferred:** Apprentice-Trained Engine Technician

+ **Required:** Vocational diploma from a relevant technical institution

+ **Valid local driving permit** required

+ May require licensing for compliance with export controls or sanctions regulations


**Experience:**


+ Significant field service experience working with engine products

+ Expert-level knowledge of engine products

+ Strong customer service background

+ **Preferred:** Experience in providing technical coaching to junior technicians


**QUALIFICATIONS****Skills and Knowledge:**


1.

**Customer Relationship Management** – Build and maintain long-term relationships with key accounts.

2.

**Preventive Maintenance (PM) Quality** – Enhance PM quality under CAMC agreements.

3.

**Predictive Maintenance Drive** – Conduct analysis for five key customers.

4.

**Service Level Agreement (SLA) Compliance** – Ensure 100% compliance with PM and breakdown SLAs, obtaining satisfactory certification from key customers.

5.

**Customer Satisfaction and Loyalty** – Achieve vendor evaluation scores above 95% for all customers.

6.

**Team Efficiency and Effectiveness** – Meet service matrix goals, execute support strategies, and provide Root Cause Analysis reports as per customer expectations.


**Job** Service

**Organization** Cummins Inc.

**Role Category** Hybrid

**Job Type** Technician

**ReqID** 2412601

**Relocation Package** Yes