Engine Field Service Technician

Job Summary

The Engine Field Service Technician – Level II is responsible for diagnosing and completing less complex repairs, maintenance and troubleshooting activities on engines and related components at customer sites.

The role involves delivering timely and effective field service support, ensuring customer satisfaction, maintaining equipment reliability and adhering to Cummins' established technical, quality, health, safety and environmental standards.

The position requires a foundational understanding of engine systems, the ability to use specialized diagnostic tools, and the capability to independently handle routine service and repair activities while escalating complex technical issues to senior technicians or supervisors.

Key Responsibilities

• Customer Service and Engagement: Interact with customers in a courteous and professional manner, understand their service requirements, anticipate their needs and ensure prompt and effective resolution of service requests.

• Engine Diagnostics and Troubleshooting: Diagnose engine-related issues by interpreting customer complaints, following documented troubleshooting procedures and using specialized mechanical and electronic diagnostic tools.

• Field Repairs and Maintenance: Perform less complex repairs, inspections and preventive maintenance activities on engines and related components at customer locations, in accordance with established service schedules and technical standards.

• Technical Execution: Identify and arrange the required parts, tools and equipment for service activities. Execute repairs using approved procedures, service publications and technical guidelines.

• Engine Systems Understanding: Apply knowledge of mechanical, electrical and electronic engine systems, including fuel systems, exhaust, cooling, heating, driveline, aftertreatment, controls and sensors, to support effective diagnosis and repair.

• Use of Diagnostic Tools: Identify and utilize appropriate electronic service tools, hardware and software to diagnose issues, interpret diagnostic results and determine the next steps for service resolution.

• Repair Validation: Validate completed repairs by performing appropriate checks and confirming that the original customer complaint or equipment issue has been resolved.

• Technical Escalation: Escalate unresolved or complex technical issues to experienced Field Service Technicians or supervisors, ensuring proper documentation of troubleshooting activities and findings.

• Service Documentation: Maintain accurate service records, including service worksheets, timesheets, warranty claims, quality documents and technical information through prescribed forms or business systems.

• Customer Support and Service Opportunities: Identify additional service opportunities and communicate relevant recommendations to customers to support equipment performance and customer satisfaction.

• Tools and Equipment Maintenance: Maintain service vehicles, tools and diagnostic equipment in a clean, safe and operational condition.

• Health, Safety and Environmental Compliance: Follow all applicable Health, Safety and Environmental (HSE) policies, procedures and regulatory requirements. Proactively identify and report safety concerns, incidents and unsafe conditions to the supervisor and site management.

• Learning and Development: Complete all required technical and functional training in line with individual skill development needs and business requirements.

. Key Competencies

Behavioral Competencies

• Communicates Effectively: Communicates clearly and professionally across different audiences and adapts communication approaches to meet customer and stakeholder needs.

• Customer Focus: Builds positive customer relationships and demonstrates a customer-centric approach while delivering service solutions.

• Manages Complexity: Analyzes technical information, identifies problems and applies structured problem-solving approaches to resolve service issues.

• Self-Development: Demonstrates a willingness to learn, acquire new technical skills and actively pursue opportunities for professional development.

• Develops Talent: Demonstrates a collaborative approach by sharing knowledge and supporting the development of colleagues.

• Health and Safety Fundamentals: Demonstrates proactive safety behaviors, follows established safety practices, identifies potential risks and contributes to a safe working environment.

• Values Differences: Respects diverse perspectives, backgrounds and working styles and collaborates effectively with different teams and stakeholders.

Technical Competencies

• Diagnostics Application: Ability to understand customer complaints, develop troubleshooting plans, follow guided diagnostic workflows, identify failed components and validate completed repairs.

• Electronic Service Tool Application: Ability to identify and operate relevant electronic diagnostic hardware and software, interpret diagnostic outputs and determine appropriate service actions.

• Engine Systems Interactions: Foundational understanding of mechanical, electrical and electronic engine systems and their interactions, including fuel, cooling, exhaust, aftertreatment, controls and sensors.

• Product Repair and Maintenance: Ability to perform engine repairs, preventive maintenance, component replacement, disassembly and assembly activities in accordance with technical guidelines and quality standards.

• Service Documentation: Ability to accurately record customer, equipment and technical information, document troubleshooting activities and maintain service records in the designated business systems.

• Technical Escalation: Ability to recognize issues beyond the scope of expertise, seek appropriate technical support and ensure effective documentation and handover for timely resolution.

Qualifications and Certifications

• Vocational diploma or equivalent technical qualification from a recognized technical institution