• Pune
• Cummins India

**DESCRIPTION**


**Job Summary:**


Technical specialist and primary customer support contact responsible for diagnosing and executing complex repairs to engine products at the customer’s site.


**Key Responsibilities:**


+ Establish and maintain productive customer relationships, ensuring prompt and efficient customer service.

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

+ Perform preventative maintenance on engines and related components in the field according to schedules and standards.

+ Escalate unresolved technical issues to product specialists or supervisors.

+ Provide coaching, development, and knowledge transfer to technicians and apprentices;

may review repair plans and parts lists.

+ Complete required documentation such as service worksheets, timesheets, warranty claims, and quality documents.

+ Identify and communicate additional sales and service opportunities with customers.

+ Maintain service vehicle and tools in proper operating condition.

+ Ensure compliance with all relevant Health, Safety, and Environmental policies and report any issues or incidents.


**RESPONSIBILITIES**


**Competencies:**


+ **Communicates Effectively:** Conveying clear and precise messages tailored to different audiences.

+ **Customer Focus:** Building strong relationships and delivering customer-centric solutions.

+ **Develops Talent:** Supporting employee development to meet career and organizational goals.

+ **Manages Complexity:** Analyzing complex information to resolve issues efficiently.

+ **Manages Conflict:** Addressing conflicts constructively with minimal disruption.

+ **Self-Development:** Actively pursuing new learning opportunities through formal and informal channels.

+ **Health and Safety Fundamentals:** Promoting and modeling proactive health and safety behaviors.

+ **Diagnostics Application:** Identifying and troubleshooting issues using specialized equipment and software.

+ **Electronic Service Tool Application:** Utilizing appropriate hardware and software tools for diagnostics and repairs.

+ **Engine Systems Interactions:** Analyzing electrical and mechanical system interactions for accurate diagnoses and repairs.

+ **Product Repair and Maintenance:** Conducting mechanical/electrical repairs using the required tools while adhering to standard repair times.

+ **Service Documentation:** Ensuring accurate record-keeping of customer, equipment, and technical service data.

+ **Technical Escalation:** Addressing technical issues efficiently and escalating as needed.

+ **Values Differences:** Recognizing and appreciating diverse perspectives and cultural contributions.


**Education, Licenses, and Certifications:**


+ Apprentice Trained Engine Technician (Preferred).

+ Vocational diploma from a relevant technical institution.

+ Locally valid driving permit.

+ Licensing may be required for compliance with export controls or sanctions regulations.


**QUALIFICATIONS**


**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 junior technicians (preferred).


**Skills:**


+ Managing critical and hard-to-diagnose cases escalated from dealerships and sharing field learnings.

+ Acting as a subject matter expert on controls and electrical systems to enhance dealership response team capabilities.

+ Developing training and capability-building initiatives for dealership teams on engine control modules (ECMs) andelectrical diagnostics.


**Job** Service

**Organization** Cummins Inc.

**Role Category** Hybrid

**Job Type** Technician

**ReqID** 2412279

**Relocation Package** No