Engine Field Service Technician - Level III

Job Summary

The Engine Field Service Technician – Level III is the primary technical specialist and customer support contact responsible for diagnosing, troubleshooting, repairing, and maintaining Cummins engine products at customer sites. This role independently performs complex repairs, preventive maintenance, and advanced diagnostics while ensuring high levels of customer satisfaction, safety, quality, and operational excellence. The technician serves as a technical mentor, supports critical customer accounts, drives issue resolution through cross-functional collaboration, and contributes to continuous improvement by sharing technical expertise and best practices.

Key Responsibilities

Technical Service & Field Support

Diagnose, troubleshoot, and execute complex mechanical and electrical repairs on Cummins engine products and related systems using specialized diagnostic tools and established service procedures.

Perform scheduled preventive maintenance and inspections in accordance with Cummins service standards.

Interpret customer concerns, develop troubleshooting plans, validate repairs, and ensure successful restoration of equipment performance.

Escalate complex technical issues to product specialists or engineering support while maintaining complete troubleshooting documentation.

Customer Relationship Management

Build and maintain strong customer relationships by providing professional, responsive, and technically sound service.

Act as the primary technical contact for assigned customer accounts, providing regular service updates and ensuring timely resolution of maintenance and breakdown activities.

Identify additional service, maintenance, and aftermarket opportunities that enhance customer value and equipment reliability.

Support customer satisfaction by proactively communicating repair progress, parts availability, and service status.

Technical Leadership & Knowledge Sharing

Coach, mentor, and provide technical guidance to technicians and apprentices to develop technical capability and service excellence.

Review repair plans, parts requirements, and technical approaches to ensure quality and efficiency.

Share technical knowledge, field learnings, and best practices to support continuous improvement across the service organization.

Facilitate regular technical discussions and cross-functional reviews to improve visibility of open service issues and drive timely resolution.

Service Coordination & Documentation

Complete service documentation, including service worksheets, inspection reports, warranty claims, quality records, and timesheets using Cummins business systems.

Prepare technical summaries, service reports, and presentations for critical issue reviews and customer updates.

Coordinate with internal teams to track open service cases, parts availability, and project status to ensure effective service delivery.

Maintain accurate service history and documentation to support warranty administration, compliance, and future maintenance planning.

Health, Safety & Compliance

Demonstrate leadership in Health, Safety, and Environmental (HSE) practices by conducting job safety assessments (JSA) before commencing work and promoting a strong safety culture.

Ensure compliance with Cummins safety standards, environmental policies, regulatory requirements, and customer site procedures.

Report hazards, incidents, and unsafe conditions promptly while implementing appropriate corrective actions.

Maintain service vehicles, tools, diagnostic equipment, and work areas in a clean, safe, and operational condition.

Continuous Improvement & Operational Excellence

Support continuous improvement initiatives by analyzing recurring technical issues and recommending corrective actions.

Participate in technical training to maintain expertise in Cummins products, emerging technologies, and service practices.

Collaborate with cross-functional teams to improve service quality, response times, and operational efficiency.

Contribute to project reviews and critical issue resolution activities by providing technical expertise and performance insights.

Competencies

Customer Focus

Communicates Effectively

Develops Talent

Manages Complexity

Manages Conflict

Self-Development

Values Differences

Health and Safety Fundamentals

Diagnostics Application

Electronic Service Tool Application

Engine Systems Interactions

Product Repair and Maintenance

Service Documentation

Technical Escalation

Problem Solving

Technical Leadership

Collaboration

Continuous Improvement

Qualifications

Vocational Diploma, ITI, or Diploma in Mechanical Engineering, Automobile Engineering, Diesel Mechanics, or a related technical discipline.

Apprentice Trained Engine Technician certification preferred.

Valid local driving license required.

Additional certifications in diesel engine diagnostics, power generation, or heavy equipment service are advantageous.

May require licensing or eligibility to comply with export controls or sanctions regulations where applicable.

Skills

Advanced engine diagnostics and troubleshooting

Mechanical and electrical repair of diesel engines and power systems

Preventive maintenance and field service operations

Electronic diagnostic and service tool proficiency

Engine systems analysis and fault isolation

Technical documentation and warranty administration

Customer relationship management

Technical coaching and mentoring

Project and service coordination

Presentation and technical reporting skills

Strong communication and stakeholder management

Problem-solving and analytical thinking

Planning and prioritization

Health, safety, and environmental compliance

Microsoft Office and service management system proficiency

Experience

Significant experience in field service, engine repair, or heavy equipment maintenance.

Expert-level knowledge of Cummins or equivalent diesel engine products and systems.

Proven experience diagnosing and resolving complex engin